WorksheetsTechnical Writing Chapter 14 Practice Quiz
Total questions: 25
Worksheet time: 13mins
What is the goal of business?
to spread goodwill.
to make a profit.
to persuade the customer.
to make employees happy.
Customer service is__
not necessary for every business.
any meeting or communication with a customer.
the performance of activities to ensure customer satisfaction.
persuading a customer to buy a product.
An external customer is__
someone from outside the organization who purchases a product or service.
someone who has not entered the business yet.
someone who works for the same company you do.
family members of employees.
What is an internal customer?
another employee who works for the same company
anyone inside a business
a mystery shopper
a low level manager
The quality of voice that describes how softly or loudly you speak is__
tone.
volume.
pitch.
enunciation.
Saying “hafta” rather than “have to” is an example of__
good enunciation.
poor enunciation.
proper pronunciation.
poor tone.
The sender and receiver may briefly restate what has been discussed in the conversation.
summary
greeting
introduction
exchange
Talking by telephone__
is less personal than sending an e-mail message.
is not a good way to reach most people.
can give customers instant feedback.
is not a popular method of business communication.
_______ is the way in which each part of a word is said.
Tone
Pitch
Enunciation
Pronunciation
_______ is the quality of being believable or trustworthy.
Accessibility
Tone
Customer service
Credibility
In emails to customers, your messages should be__
humorous.
in all capital letters to show excitement.
businesslike in tone and style.
informal and relaxed.
All of the following are guidelines for a customer-friendly website except__
Make the site visually appealing.
Post a list of frequently asked questions.
Provide current and accurate information.
Respond only to people who are likely to make a purchase.
When you need to refuse a customer request__
use a direct approach.
use an indirect approach.
tell your supervisor.
send the customer to the help desk.
A/An _____ should begin every conversation.
summary
introduction
greeting
exchange
Which of the following should improve enunciation?
Increase your volume.
Decrease your volume.
Speak more slowly.
Speak more quickly.
If you work in New York and your customer is in Los Angeles, consider the _______ for the location you are calling.
time zone
climate
long distance charges
voice mail
_______ is a procedure used to learn who is calling and sometimes the reason for the call.
Voice mail
Screening
Exchange
Cell phone etiquette
All of the following are guidelines for leaving effective messages except__
Greet the recipient.
Identify yourself and your company.
State your purpose.
Leave a lengthy message to sound professional.
What is accessibility?
being believable or trustworthy
a guideline for using email effectively
being courteous
the ease with which customers can contact you
You __________ the pitch of your voice at the end of a question.
lower
raise
stop
tone
What is tone?
the highness or lowness of the voice
the way a word is spoken
the attitude toward your listeners implied by word choice and pitch
the way in which you say each part of a word
What should you do if you forget someone’s name or forget how to pronounce it correctly?
Pretend you don't know the person at all.
Ask your supervisor to help you remember the person's name.
Be honest, and admit your mistake.
Tell the person that he/she reminds you of someone else.
When an employee and a customer are speaking on the telephone, who should hang up first?
The customer should hang up first.
The employee should hang up first.
The employee should tell the customer to hang up.
You should not speak to a customer on the telephone.
What should you do with your cell phone when you are meeting with customers?
Turn the volume on the highest setting so you do not miss an important call.
Set your cell phone on silent.
Let the customer answer your phone when it rings.
Don't ever bring a phone to work.
Which of the following statements is true?
A speaker cannot control voice qualities, such as tone and pitch.
Making eye contact is one sign that you are not paying attention to what a speaker is saying.
You should not take notes during a phone call with a customer.
When planning a phone call, you should identify the objective.
