WorksheetsIntro to marketing FINAL EXAM review 2024
Total questions: 31
Worksheet time: 16mins
Name
Class
Date
1.
Name/ Nombre
4 lines
2.
Date/ La fecha de hoy
4 lines
3.
1. In ___________ listening we care about the other person and show this concern in the way we pay close attention and express our sorrow for their ills and happiness at their joys.
a)
Sympathetic
b)
Empathetic
4.
2. They “share” your hurt feelings and maybe even shed a tear in sympathy. _________
a)
Sympathetic
b)
Empathetic
c)
5.
3. _______use of various kinds of pauses
a)
Punctuation
b)
Speed
c)
Clarity
d)
Pronunciation
e)
Familiarity
6.
4. ______… meaning or substance of speech.
a)
Content
b)
Speed
c)
Pronunciation
d)
Familiarity
e)
Punctuation
7.
5. ________…utterance of speech.
a)
Pronunciation
b)
Speed
c)
Content
d)
Familiarity
e)
Punctuation
8.
6. _____….number of words per minute.
a)
Speed
b)
Content
c)
Pronunciation
d)
Familiarity
e)
Punctuation
9.
7.__________…transforming of ideas into words.
a)
Expression
b)
Speed
c)
Content
d)
Familiarity
e)
Punctuation
10.
8. An internal customer is a person who is an employee within the company. **Un cliente interno es una persona que es un empleado dentro de la empresa.
a)
True
b)
False
11.
9. An external customer is a person who usually pays for the product or service. **Un cliente externo es una persona que generalmente paga por el producto o servicio.
a)
True
b)
False
12.
10. A manager is the person who greets the customers when they walk into the store. **Un gerente es la persona que saluda a los clientes cuando entran a la tienda.
a)
True
b)
False
13.
11. An external customer is a person who receives service within the organization. **Un cliente externo es una persona que recibe servicio dentro de la organización.
a)
True
b)
False
14.
12. A manager needs to treat everyone equally and not play favorites. **Un entrenador debe tratar a todos por igual y no tener favoritos.
a)
True
b)
False
15.
13. A manager does not need to motivate his staff. **Un gerente no necesita motivar a su personal.
a)
True
b)
False
16.
14. As a manager it is okay to make the employees feel like they are not needed at the business. **Como gerente, está bien hacer que los empleados sientan que no son necesarios en la empresa.
a)
True
b)
False
17.
15. An external customer is a person who plans and directs the work of a group of other people. **Un cliente externo es una persona que planifica y dirige el trabajo de un grupo de otras personas.
a)
True
b)
False
18.
16. When an employee is motivated and feels he/she is being listened to they do their job better. **Cuando un empleado está motivado y siente que lo están escuchando, hace mejor su trabajo.
a)
True
b)
False
19.
17. What makes a good manager?
a)
A person who motivates people
b)
A person who creates a positive environment
c)
A person who does care what the employees do.
d)
All of the above
20.
18. A GOOD manager is someone that?
a)
Ignores team
b)
Think possitively
c)
Acts like a critic
d)
Does Not give credit to his workers
21.
19. An external customer is a person who
a)
Pays for the product or service
b)
Lives and works outside the organization
c)
Can “make or break” a company by choosing to use the company’s products/services.
d)
All of the above
22.
20. A customer
a)
May or may not pay for service
b)
May or may not receive something tangible
c)
May or may not be familiar with the service provider
d)
All of the above
23.
21. A BAD manager is someone that?
a)
Delegates tasks
b)
Acts like a mentor
c)
Takes all credit to themselves
d)
Engages with work team
24.
22. Lack of inflection in the voice.
a)
monotone
b)
pitch
c)
tone of voice
d)
proxemics
e)
25.
23. A symbol used to convey emotional content in writing
a)
Business Letter
b)
Confidential
c)
Emoticon
d)
Etiquette
26.
24. A letter acknowledging a response, gift,donation, or special effort. **Una carta reconociendo una respuesta, obsequio, donación o esfuerzo especial
a)
Memo or memorandum
b)
Rapport
c)
Thank You Letter
d)
Reflecting
27.
25. To convey interest. To encourage the other person to keep talking. **Para transmitir interés. Para animar a la otra persona a seguir hablando.
a)
Encouraging
b)
Summarizing
c)
Restating
d)
Reflecting
e)
Validating
28.
26. The distance between people as they interact. **La distancia entre las personas cuando interactúan.
a)
monotone
b)
pitch
c)
tone of voice
d)
proxemics
e)
29.
27. The gestures in one’s face that communicate mood, attitude, or emotions. **Los gestos en la cara que comunican el estado de ánimo, la actitud o las emociones.
a)
mirroring
b)
inflection
c)
facial expressions
d)
nonverbal communication
e)
30.
28. A good manager will not see the “Big Picture.” **Un buen gerente no verá el “panorama general”.
a)
True
b)
False
31.
29. Who is an Internal customer? **¿Quién es un cliente interno?
a)
A person who lives and works outside of the organization.
b)
Someone who may or may not be familiar with the service provider
c)
Are employees within the company.
d)
Meaning or substance of speech.
100 %
