D
Which of the following is a characteristic of a business-format franchise:
A.The name of the business is chosen by the franchisee.
B.Products are bought directly from the supplier.
C.It is the least popular franchise arrangement.
D.Continuous assistance is provided by the franchisor.
D.Continuous assistance is provided by the franchisor.
What should business employees possess in order to extract relevant information from written materials?
A.Ability to listen
B.Limited vocabularies
C.Good reading skills
D.Effective speaking voice
C.Good reading skills
What type of information should employees be able to locate in their company's employee handbook?
A.The company's annual report
B.The company's list of current job openings
C.The use of company property
D.The number of vacation days that an employee has taken
C.The use of company property
Which of the following is a guideline for effective verbal communication:
A.Keep the voice at the same pitch
B.Use speech mannerisms
C.Try to avoid eye contact
D.Use gestures for emphasis
D.Use gestures for emphasis
The most effective way to interpret others' nonverbal cues often is to look at their
A.facial expressions.
B.leg movements.
C.clothing style.
D.office decor.
A.facial expressions.
When giving verbal directions to employees about how to complete a task, it is often helpful to
A.speak softly.
B.use visuals.
C.use complex words.
D.limit body language.
B.use visuals.
What is an advantage to a business of encouraging employees to participate in group discussions?
A.Many opinions increase the chances of developing useful recommendations.
B.It makes it easier to reach a unanimous decision.
C.Less conflict is likely to occur when discussing controversial issues.
D.The participants' input usually helps the business to resolve problems quickly.
A.Many opinions increase the chances of developing useful recommendations.
When taking notes during a seminar, a businessperson should write down
A.all details.
B.information of interest.
C.key points.
D.inaccurate statements.
C.key points.
Using a table to present or summarize data in a written document is most appropriate when
A.the data are too complex to describe in the body of the text.
B.it is important to build credibility and impress the audience.
C.the report does not require a bibliography.
D.it is placed in the appendices of a complex report.
A.the data are too complex to describe in the body of the text.
A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain
A.a map of all business locations.
B.product ratings and grades.
C.exchange rates.
D.all the necessary information.
D.all the necessary information.
The primary purpose of placing headings and subheadings in a long business report is to
A.provide supporting evidence for key points.
B.attract attention to the writer's hidden agenda.
C.organize content in a cohesive, manageable way.
D.solicit an opinion or response from the audience.
C.organize content in a cohesive, manageable way.
Which of the following information should be included in the inside address section of a business letter:
A.Message
B.Subject
C.Date
D.Title
D.Title
When writing informational messages, it is most important to communicate
A.an honest opinion.
B.emotional appeal.
C.accurate content.
D.a request for action.
C.accurate content.
What type of information should a business include when writing a sales proposal to send to a customer?
A.Shipping and receiving
B.Features and benefits
C.Pricing and accounting
D.Laws and regulations
B.Features and benefits
Which of the following is not a good technique for participating in a staff meeting:
A.Understand the goal of the meeting prior to its start
B.Contribute at least one opinion to every staff meeting in which you participate
C.Avoid arguing with other participants, even if you strongly disagree with their point of view
D.Follow the instructions of the group leader, even if you have a better idea for organizing the meeting
B.Contribute at least one opinion to every staff meeting in which you participate
A customer asks Roger 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?
A.Pay attention to internal customers.
B.Keep your promises.
C.Be helpful.
D.Be thankful.
C.Be helpful.
One way that employees can provide efficient, quick service to customers is by being
A.forceful.
B.organized.
C.detached.
D.aggressive.
B.organized.
Business policies that focus on meeting consumers' wants and needs while making a fair profit for the business are primarily intended to
A.keep operations running smoothly.
B.guide employees' actions.
C.reduce misunderstandings.
D.satisfy customers.
D.satisfy customers.
Which of the following are the three major areas of customer complaints:
A.Labeling, faulty design, and mispricing
B.Improper decisions, oversight, and service
C.Product, personnel, and the business
D.Poor service, inaccurate forms, and rudeness
C.Product, personnel, and the business
Which of the following is a consumer good:
A.Point-of-sale terminal
B.Display racks
C.Children's apparel
D.Employee uniforms
C.Children's apparel