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WorksheetsBusiness Essentials Unit 3 (Updated)
Total questions: 80
Worksheet time: 40mins
Having positive customer relations means making customers
happy.
more popular.
richer.
satisfied.
Which of the following statements best describes positive customer relations
A business advertises to attract new customers.
A business conducts 100 customer transactions per day.
A business has no customer complaints.
A business listens to customer feedback.
To build positive customer relations, a business must be
aggressive.
proactive.
profitable.
small.
Building positive customer relations is one of the least expensive ways for a business to
attract investors.
compete with other businesses.
manufacture goods.
offer employee bonuses.
Businesses strive to retain current customers because
current customers have fewer complaints.
it’s less expensive than attracting new customers.
it’s too difficult to please new customers.
new customers don’t spend enough money.
Businesses must keep in mind that word-of-mouth promotion can be
avoided.
bought.
inconsequential.
negative.
Positive customer relations can boost productivity by
attracting new customers.
avoiding wasted time and resources.
creating new manufacturing processes.
cutting down on equipment costs.
As an employee, you can help your company build positive customer relations by
conducting market research.
identifying a target market.
making strategic planning decisions.
reporting customer feedback.
A business’s tangible environment might include a
comfortable waiting room.
courteous greeting.
friendly employee.
spirit of teamwork.
Technology aids positive customer relations because it gives customers
discounts on products.
greater access to the business.
more power than businesses.
reasons to buy products.
Businesses use technology to build positive customer relations by
calling customers at home.
creating targeted marketing campaigns.
placing pop-up advertisements on websites.
sending unsolicited emails.
The most important factor in a business’s customer relations is its
business environment.
business processes.
people.
technology.
Customer relations skills such as courtesy and friendliness should be emphasized during a business’s
facilities design.
hiring process.
market research.
technology planning.
When someone says that a business has positive relations with its internal customers, the person means the business has
happy employees.
satisfied customers.
strong managers.
updated technology.
The best way for businesses to communicate with customers is to
give as much information as possible.
listen respectfully.
rent billboards on major highways.
send direct mail.
Businesses can encourage customer communication by
advertising.
offering incentives.
restricting business hours.
routing calls to an answering service.
A business recently mailed 20% discount coupons to all its loyal customers. Which technique for building positive customer relations does this illustrate?
Be helpful.
Be thankful.
Display courtesy.
Keep your promises.
Which of the following is a true statement about making promises to customers:
Businesses should not make promises to customers.
Customers don’t remember broken promises.
It is better to over-deliver.
It is better to over-promise.
A customer asks Robert a question about a product, and he isn’t sure of the correct answer. He immediately phones his supervisor to get the needed information. Which technique for building positive customer relations does this illustrate?
Be helpful.
Be thankful.
Keep your promises.
Pay attention to internal customers.
When a business strives to make every customer experience a positive one, it is remembering its
competition.
history.
internal customers.
touchpoints.
A business can be described as a(n)
disorganized method of manufacturing products
organized effort to produce goods and services
reasonable way to make a profit
unreasonable means for increasing revenues
A business that exists to fulfill a specific mission or undertaking is called a __________ business.
mission-central
focused
for-profit
nonprofit
Every business must accomplish which of the following:
Produce or provide goods/services
Obtain venture capital
Issue corporate bonds
Trade or sell business assets/property
Which of the following represents a primary business activity:
Scheduling
Designing
Marketing
Supervising
Financial analysis occurs when a business
communicates with potential customers
keeps accurate expense records
plans for long-term success
effectively retrieves data
Within a local pizza shop, financial analysis is most likely used to
attract customers
oversee the baking process
obtain funding for supplies
develop the best recipe
Which of the following activities demonstrates human resources management:
The business gives its preferred customers a special discount
The business takes care of the responsibilities associated with having employees
The business includes top-level managers in long-term planning
The business acts on new information about a competitor
Janelle’s Creative Supplies is opening an additional location on the other side of town. To successfully operate the new location, Janelle primarily needs
new carpet and paint
extra free time
more advertising spots
additional employees
Which of the following activities demonstrates information management:
Storing and retrieving information
Researching customers’ needs
Hiring appropriate employees
Conducting employee evaluations
TeJuan’s Fishing Shack demonstrates effective information management by
accessing a list of fishing equipment appropriate for a particular customer
removing wasted materials from the process of providing goods to customers
promoting new fishing equipment in a popular trade magazine
hiring fishing experts to explain how to use the goods offered
Which of the following activities demonstrates the primary business activity of marketing:
The business prepares for long-term success by planning and organizing
The business meets customers’ needs by offering appropriate products
The business expects to merge with another business in the industry
The business hires qualified employees to perform complex job duties
Franco’s Bread Shop is introducing a new type of sandwich bread to the community this week. Which of the following describes the business activity that the bread shop will likely partake in before the release:
Collecting information on last year’s new breads
Creating a system for storing new bread recipes
Planning for the long-term results of introducing new breads
Promoting the new bread through advertising
Which of the following behaviors best describes the primary business activity of operations:
Keeping accurate financial records
Planning for future success
Producing goods and services
Hiring qualified employees
Making sure that a business has enough of a product in stock without having too much on hand is the goal of
inventory management
production
quality control
human resources management
Which of the following behaviors demonstrates the primary business activity of strategic management:
Recruiting appropriate employees
Obtaining funds for business projects
Planning and organizing for the future
Regularly updating business processes
For the long-term success of the business, Stacey’s Coffee House has decided to add a self-serve laundromat. Which of the following behaviors describes the business activity that Stacey’s Coffee House was likely engaged in before making this decision:
Determining what will put it in reach of its goals
Establishing a system for retrieving information
Promoting its new service to potential customers
Organizing itself for meeting its objectives
Which of the following demonstrates the interrelationship among primary business activities:
A business changes its goals, so its strategies and tactics change, too
A new product is introduced, so business advertisements must adjust
A business manager becomes vice president, so his/her department must adjust to the change
One business activity changes, so the others must adjust
When the Pretty Pictures framing business underwent internal restructuring last year, how would its primary business activities have reacted?
They stayed the same
They changed radically
They adjusted according to the internal changes
They adjusted according to the external changes
When Caring Companions and Smiling Pets merged two years ago, what was the most likely effect on the primary business activities of both companies?
All of the primary business activities combined into one activity
Each primary business activity combined with the matching activity of the other firm
Each primary business activity became two smaller business activities
All of the primary business activities combined into two distinct activities
An example of performing business activities in an “out of the ordinary” way is when a business
operates as the link between customers and products
begins long-term planning and organization
offers a new product in a popular product line
hires an outside firm to perform its marketing
The people who work to produce goods and services are known as
capital
raw materials
human resources
facilities
Determine whether the following statement is true or false: Companies without an HR department do not participate in HR management activities.
True; smaller companies have no need for HR management
True; only HR managers can complete these activities
False; in companies without HR departments, all employees participate in HR management activities
False; in companies without HR departments, other managers and supervisors participate in HR management activities
The part of staffing that involves seeking out and attracting qualified potential job candidates is called
training
on-boarding
interviewing
recruiting
Which of the following is a purpose of an exit interview:
To gauge employee attitudes about social issues
To negotiate compensation and benefits
To gain constructive suggestions for improvement
To gather further insight into the competition
In what way might an HR manager be involved in employee benefits?
Determining eligibility and costs
Selecting an employee’s personal plan options
Collecting insurance payments from employees
Choosing an employee’s vacation days
Making sure a company follows laws and regulations describes the HR management activity of
staffing
compliance
compensation and benefits
employee relations
Which of the following is a compliance issue:
Minimum wage
Conflict mediation
Carpool organization
Performance management
Labor-union negotiations are part of which HR management activity?
Compensation and benefits
Training and development
Employee relations
Staffing
True or false: All employees make an impact on a business.
True; all employees make a positive impact on a business.
True; all employees make either a positive or negative impact on a business.
False; only managers and supervisors make an impact on a business.
False; only executives and board members make an impact on a business.
Which of the following business trends affects HR management:
Costs of business going down
No restructuring
Globalization
Lack of new technology
Which of the following is the main purpose of management:
To obtain the needed resources
To reach a specific level of productivity
To accomplish the business’s goals
To create a pleasant working atmosphere
Avery, who manages a silk-screening and embroidery business, has set a goal of increasing sales by 15% in the next six months. To reach his goal, he has increased the business’s advertising budget. This is an example of the ______________ function of management.
planning
directing
organizing
controlling
Which management function is described in the following situation: Christy Chen determines the type of workers she needs, locates qualified applicants, selects those to be hired, and assigns the new hires to a work area.
Directing
Controlling
Staffing
Planning
A manager evaluates the production output of a department by checking it against the production goals for that time period. This is an example of the ______________ function of management.
planning
directing
organizing
controlling
What must managers be able to do if they want employees to understand the business’s goals and be productive?
Listen carefully.
Communicate clearly.
Ask questions.
Obtain feedback.
Which of the following are examples of top-level management job titles:
Floor supervisor, area supervisor, and section manager
President, senior vice president, and chief executive officer
Collections supervisor, crew chief, and production supervisor
District manager, department head, and regional sales manager
Which of the following are examples of middle-management job titles:
Floor supervisor, area supervisor, and section manager
President, senior vice president, and chief executive officer
Collections supervisor, crew chief, and production supervisor
District manager, department head, and regional sales manager
Which of the following are examples of first-line management job titles:
President, senior vice president, and chief executive officer
Collections supervisor, crew chief, and production supervisor
Company vice president, department head, and regional sales manager
Senior vice president, chief financial officer, and regional vice president
Which of the following do many businesses believe to be their most important resource:
Employees
Office supplies
Equipment
Sales revenue
Who is normally responsible for purchasing the proper material resources for workers to use in doing their jobs?
Middle managers
First-line workers
Supervisory managers
Top-level managers
Which of the following is the main purpose of management:
To obtain the needed resources
To reach a specific level of productivity
To accomplish the businesses goals
To create a pleasant working atmosphere
Why should managers know how to do the work of the workers they supervise?
To coordinate employee's efforts
To establish a chain of command
To create a team spirit among employees
To have realistic expectations for workers
Avery, who manages a silk-screening and embroidery business, has set a goal of increases sales by 15% in the next six months. To reach this goal, he has increased the business's advertising budget. This is an example of the ? function of management.
Planning
Directing
Organizing
Controlling
What management function is being described in the following situation: David Thomas, top-level manager, identifies jobs to be performed, assigns responsibility for them, establishes department to handle the jobs, and determine how many and which employees mid-level managers will supervise.
Directing
Controlling
Planning
Organizing
Which management function is described in the following situation: Christy Chen determines the type of workers she needs, locates qualified applicants, selects those to be hired, and assigns new hires to a work area.
Directing
Controlling
Staffing
Planning
Which management function is described in the following situation: James Crane has created a team atmosphere among the members of his sales department. When the team exceeded their monthly sales goal, James rewarded them with a celebratory dinner out and a 5% bonus.
Directing
Contolling
Planning
Organizing
A manager evaluates the production output of a department by checking it against the production goals for that time period. This is an example of the ? function of management.
Planning
Directing
Organizing
Controlling
A manager who helps an employee count the money in a cash drawer and prepare a bank deposit is demonstrating
Natural talet
Technical skills
Creativity
Aggressive behavior
What must managers be able to do if they want employees to understand the business's goals and be productive?
Listen carefull
Communicate clearly
Ask questions
Obtain feedback
A small-business manager who considers who a one-person reduction in office staff could impact the rest of his/her company is demonstrating:
Technical skills
Interpersonal skills
Conceptual skills
Job-knowlege skills
Which of the following are examples of top-level management job titles:
Floor supervisor, area supervisor, and section manager
President, Senior vice president, and chief executive officer
Collections supervisor, crew chief, and production supervisor
District manager, department head, and regional sales manager
Why do top-level managers usually receive high salaries?
Their decisions affect the entrie company
They are required to attend a great many meetings
They have more experience than others in the company
Their responsibilities involve hands-on supervision
Which of the following are examples of middle-management job titles:
Floor supervisor, area supervisor, and section manager
President, senior vice president, and chief executive officer
Collections supervisor, crew chief, and production supervisor
District manager, department head, and regional sales manager
Which of the following is an important function of mid-level management:
To prepare workers' daily schedules
To serve as a link between top-level and first-line management
To make sure projects meet deadlines
To establish long-term objectives for the company
Which of the following are examples of first-line management job titles:
President, senior vice president, and chief executive officer
Collections supervisor, crew chief, and production supervisor
Company vice president, department head, and regional sales manager
Senior vice president, chief financial officer, and regional vice president
Which of the following statements about first-line management is true:
First-line mangers are not responsible for carrying out middle management's plans
First-line managers never work side by side with their employees
Businesses typically hire their first-line managers from inside the company
There are normally fewer first-line managers than middle or top-level managers
Which of the following do many businesses believe to be their most important resource:
Employees
Office supplies
Equipment
Sales revenue
Why do all businesses need financial resources?
To negotiate bank loans
To develop cash budgets
To pay operating expenses
To manage investment accounts
Who is normally responsible for purchasing the proper material resources for workers to use in doing their jobs?
Middle managers
First-line workers
Supervisory managers
Top-level managers
A manager studies the business's previous sales statistics as well as the sales forecast before making purchasing decision. What type of resource is the manager using?
Material
Financial
Human
Information
