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An employee approaches a regular customer who appears to be looking for a specific item and says, "Good morning, Mr. Hinkle, may I direct you to a particular product?" Is this the most appropriate way to deal with that customer?
A. Yes, employees should be well-informed and able to help customers.
B. No, employees are too busy to pay attention to only one customer.
C. Yes, employees should always greet customers and call them by name.
D. No, employees are not expected to have conversations with customers.
A. Yes, employees should be well-informed and able to help customers.
Kelly works at a fast-food restaurant. During her initial training, her manager taught her how to operate the milkshake machine and showed her the list of steps for making different milkshakes. When a customer orders a mint chocolate chip milkshake, Kelly ignores the instructions sheet and accidentally puts the mint flavor into strawberry ice cream. This is an example of the importance of
A. following written directions.
B. trusting your feelings.
C. making up your own rules.
D. mistrusting written directions.
A. following written directions.
In an effective information management system, all information is
A. accurate.
B. accessible to everyone.
C. quantitative in nature.
D. abstract.
A. accurate.
While reviewing his credit report, Isaiah saw an inaccurate entry regarding a bank loan that he had obtained. The first step that Isaiah should take to correct the mistake is to
A. file a complaint with the local business association.
B. contact the bank.
C. contact the appropriate credit bureau.
D. file a claim with the federal banking agency.
C. contact the appropriate credit bureau.
Two salespeople show little interest in their own activities as well as the activities of others. What type of attitude is being exhibited by the salespeople?
A. Pessimistic
B. Constructive
C. Positive
D. Indifferent
D. Indifferent
Which of the following is an effect of automatically paying bills online:
A. Bank accounts are never overdrawn.
B. Payments may be late.
C. It is easier to keep track of payments.
D. The lack of paper is good for the environment
D. The lack of paper is good for the environment
Thoroughly examining a viewpoint requires reading or listening to information from
A. people that agree with you.
B. a single authoritative source.
C. several different sources.
D. politically affiliated sources.
C. several different sources.
To evaluate any idea objectively, it is important to consider
A. personal opinions.
B. potential problems.
C. market research.
D. competitors' activities.
B. potential problems.
By developing a brand promise, a company can
A. ensure that all of its products will meet customers' expectations.
B. communicate its commitment to meeting customers' expectations.
C. obtain a trademark from the government.
D. establish a licensing agreement with the government.
B. communicate its commitment to meeting customers' expectations.
Employees can most successfully navigate office politics and prevent unnecessary drama by
A. avoiding close relationships with coworkers.
B. staying to themselves and not talking to others.
C. refusing to spread false rumors around the office.
D. keeping concerns about the workplace to themselves.
C. refusing to spread false rumors around the office.
Which of the following marketing functions helps businesses answer the question "Where will the products be offered?"
A. Channel management
B. Selling
C. Promotion
D. Product/Service management
A. Channel management
Which of the following is a typical behavior for a person with a high achievement orientation:
A. Impatience
B. Persistence
C. Ruthlessness
D. Irresponsibility
B. Persistence
A store's written policy concerning returns states that "Refunds will be issued when a receipt is presented; other returns will be given store credit." Mrs. Garcia, a regular customer, returns a product without a receipt, complains about the store's return policy, and is given a full refund even though she doesn't have a receipt. Another customer overhears the conversation and asks for a refund without a receipt, but the store denies that request. How would enforcing the return policy have a positive impact on the business?
A. Ensure fair treatment of employees
B. Reduce misunderstanding and ill will
C. Eliminate consistent behavior
D. Guide customers' actions and protect their decisions
B. Reduce misunderstanding and ill will
To maintain workplace security and minimize breaches, you must be
A. a team player.
B. distracted.
C. observant.
D. friendly.
C. observant.
When a fire alarm goes off at Karen's office, she maintains her composure and leads her coworkers out of the building quickly and quietly. As a result, nobody was injured, and Karen's team made it out of the building before anyone else. This is an example of the importance of
A. staying calm in emergency situations.
B. ignoring company protocol during emergencies.
C. the concept of "every man for himself" during emergencies.
D. doubting the seriousness of fire alarms.
A. staying calm in emergency situations.
The key to complying with laws and regulations is to focus on those that
A. are the easiest to learn.
B. bring serious consequences.
C. only affect your career.
D. apply to you.
D. apply to you.
Ricky's startup company recently received an investment from a wealthy business owner who likes to support budding entrepreneurs. In other words, the wealthy business owner is a(n)
A. business analyst.
B. debt financer.
C. financial advisor.
D. angel investor.
D. angel investor.
A database query allows a user to retrieve business records that contain
A. the same criteria.
B. different values.
C. random statistics.
D. dissimilar information.
A. the same criteria.
Jamal needs to obtain a report from a vendor six months from now. He uses the calendar function in his email program to write a note that will automatically remind him to request the report on a specific date in the future. What is Jamal doing?
A. Using cloud applications to store important work documents
B. Managing his productivity by using scheduling applications
C. Acquiring information by reviewing internet articles and papers
D. Using project management software to track personal activities
B. Managing his productivity by using scheduling applications
Qualified employees who behave unethically on the job may harm themselves by being
A. held legally responsible.
B. sent to a training program.
C. passed over for promotions.
D. rotated to similar positions.
C. passed over for promotions.
When navigated properly, your company’s chain of command can
A. guide you toward better financial health.
B. reveal to you your hidden talents.
C. be your personal map for career success.
D. help you discern your true purpose in life.
C. be your personal map for career success.
Frank hurt Maggie's feelings when they disagreed about something. Now, Maggie goes out of her way to avoid Frank and not confront him about the situation. What conflict response mode is Maggie using?
A. Withdrawal
B. Yielding
C. Negotiating
D. Forcing
A. Withdrawal
Sally is interested in working with animals. In her free time, Sally goes to the local animal shelter to help feed, walk, and care for the stray dogs and cats. Sally is gaining experience in her field of interest by
A. job shadowing a veterinarian.
B. participating in an internship.
C. doing volunteer work.
D. organizing a charitable event.
C. doing volunteer work.
Which of the following is a way that businesses can use financial information:
A. To create an economic system
B. To select selling strategies
C. To conduct focus groups
D. To identify trends
D. To identify trends
Sylvia needs to buy a new computer for her company. Instead of bartering for the computer, she uses money to purchase it. Which function of money does this illustrate?
A. Double coincidence of wants
B. Unit of measure
C. Store of value
D. Medium of exchange
D. Medium of exchange