Module 1
Which employee has a human resources management career?
A.
Lydia is in charge of communicating with her business's suppliers.
B.
Madison supervises the storing and handling of her company's products.
C.
Brian is in charge of orienting new employees and preparing them to do their jobs.
D.
Michael helps his company align business and IT goals to aid in business management decision-making.
C.
Brian is in charge of orienting new employees and preparing them to do their jobs.
A characteristic of a successful manager
A) He/she has low expectations of the employee base
B) He/she is a self-starter
C) He/she is narrowly focused
D) He/she uses select accountability
What is B) He/she is a self-starter?
In the modern business world, a growing number of interactions between businesses and customers are taking place:
A. in stores.
B. on the phone.
C. through the mail.
D. online or over the internet
D. online or over the internet
One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:
A. effective pricing plans.
B. good training methods.
C. positive body language.
D. vast personal knowledge.
C. positive body language.
What technology has made personal branding more important than ever before?
A. social media
B. smart phones
C. smart watches
D. intranet of things
B. social media
2. Department Manager, Small Business Manager, and Regional Manager are positions in:
A. business analytics.
B. general management.
C. operations management.
D. human resources management.
B. general management
Which is a benefit to businesses of orienting new employees?
A. provides data
B. increases profit
C. reduces turnover
D. eliminates training
C. reduces turnover
Our economy has shifted from a service economy to a(n) __________ economy.
A. entertainment
B. agricultural
C. manufacturing
D. experience
D. experience
Employees can usually provide good customer service by considering the customers’:
A. appearance.
B. habits.
C. needs.
D. wages.
C. needs.
I’m lovin’ it” is one of McDonald’s famous brand
A. logo
B. slogan
C. pledge
D. touchpoints
B. slogan
Process Improvement Specialists and Call Center Supervisors would be considered which type of management positions?
A. general
B. operations
C. supply chain
D. human resources
B. operations
Why is it important for managers to provide stability through direction?
A. By providing stability, managers can eliminate risks.
B. Instability leads to a greater chance of a high reward.
C. Employees who feel secure are more productive and happier.
D. Companies that have stability struggle to guide employees’ work.
C. Employees who feel secure are more productive and happier.
The main difference between customer relationship management and customer experience management is that CRM focuses on
A. the customers
B. the business itself
C. product development
D. investors
B. the business itself
An important reason for having business policies is that they:
A. provide customers with satisfaction.
B. equalize the workload for employees.
C. give management all of the tasks and responsibility.
D. guide employees' actions and protect their decisions.
D. guide employees' actions and protect their decisions.
What is a cost associated with customer complaints?
A. loss of sales
B. higher commissions
C. additional advertising
D. markups on inventory
A. loss of sales
The purpose of management in a business is to:
A. prepare the books.
B. design advertising.
C. compile financial data.
D. achieve the objectives.
D. achieve the objectives
Directing is pervasive, which means that it:
A. runs continuously.
B. flows from the top down.
C. involves interpersonal communication.
D. happens at every level of the organization.
D. happens at every level of the organization.
The MSB Company provides its customers with critical or time-sensitive product information by sending them alerts or messages through their cellular phones. What form of technology is MSB using as an element of customer relationship management?
A. dial-up
B. wireless
C. traditional
D. global positioning
B. wireless
Emphasizing customer service can help a business be:
A. competitive.
B. innovative.
C. objective.
D. possessive.
A. competitive.
The first step in handling customer complaints is to:
A. tell the customer to be brief.
B. call the manager for assistance.
C. let the customer explain the problem.
D. ask the customer to submit a written grievance.
C. let the customer explain the problem.
The number of levels of management that a business needs usually depends on the:
A. size of the business.
B. goals of the company.
C. location of the business's facility.
D. ages of the company's employees.
A. size of the business
The key to recruiting is:
A. negotiating job offers.
B. placing ads in local newspapers.
C. finding the right number of applicants.
D. selecting which applicants to interview.
C. finding the right number of applicants.
The key to business success is:
A. creating new products
B. increasing sales on a quarterly basis.
C. developing long-term customer relationships
D. beating the competition
C. developing long-term customer relationships
Which is an example of a cultural characteristic that would have an impact on businesses trading with certain foreign countries?
A. type of climate
B. role of females
C. source of income
D. variety of industry
B. role of females
What government entity can prosecute individuals if they endorse a company’s product online without disclosing that they work for that company?
A. Federal Trade Commission
B. Federal Product Commission
C. Federal Disclosure Commission
D. Federal Advertising Commission
A. Federal Trade Commission