Communication and Customers
What is the first step in the standard problem-solving process?
A. Select the fastest solution
B. Clearly define the problem
C. Ask the manager to decide
D. Purchase new technology
B. Clearly define the problem
What term describes the shared beliefs and values that influence employee behavior in an organization?
B. Organizational culture
Which software should be used to create a monthly office-supply budget?
B. Spreadsheet
Which federal law promotes safe and healthy working conditions?
B. Occupational Safety and Health Act
Tasks such as purging records and tracking follow-ups are part of:
A. Workflow procedures
What is the biggest advantage of digital communication in most workplaces?
A. Privacy
B. Speed
C. Accuracy
D. Lower employee turnover
B. Speed
A manager wants to encourage respect for different cultures within a large company. What should the manager do?
C. Provide training about cultural differences
Which technology tool is best for storing customer contacts, inventory records, vendor lists, and product costs?
A. Database
An employee experiences a severe injury at work. Which organization may need to be notified?
B. OSHA
A new employee completes an I-9 and tax paperwork on the first day. This is part of:
A. Employee onboarding
What should an employee do before offering a customer a solution?
A. Explain company policy
B. Offer the least expensive option
C. Listen actively and ask follow-up questions
D. Transfer the customer to a manager
C. Listen actively and ask follow-up questions
You learn that your company may merge with another business, but the information is not official. What should you do?
D. Keep the information confidential
Which tool allows authorized employees to share files and collaborate?
A worker injures their back at home while doing yard work. Which coverage would be most appropriate?
C. Personal health insurance
Before requesting bids from suppliers, what should a contract specialist do first?
B. Ensure the bid specifications are complete and accurate
Referring a qualifying customer to Volunteer Income Tax Assistance is an example of:
A. Identifying community resources
B. Providing legal advice
C. Creating a customer database
D. Maintaining confidentiality
A. Identifying community resources
A patient signs a form permitting a healthcare provider to release medical records. This is an example of:
B. HIPAA compliance
What type of website allows users to collaboratively edit its content and structure?
C. Wiki
Replacing the main office roof as an approved capital improvement is an example of:
A. Maintaining facilities and property
A contract reduces a supplier’s payment by 2% for every week that the project is late. What pricing arrangement is this?
C. Contingent pricing
Which action best helps a business build customer relationships through social media?
A. Delete negative comments immediately
B. Respond to customers’ comments
C. Post advertisements every hour
D. Prevent customers from sharing posts
B. Respond to customers’ comments
What should a company do first to ensure that a newly opened office follows government regulations?
C. Investigate applicable county, state, and federal requirements
What is the process of scrambling information sent over a network so unauthorized people cannot read it?
A. Encryption
One employee maintains the check register while another employee deposits the company’s cash. Which internal control does this demonstrate?
B. Separation of duties
Only one sales team met its goals during the previous quarter. What management change would best help the other teams improve?
C. Use a continuous feedback loop with coaching