Phone/Customer Service
In order to be understood on the telephone, a business's employees should always
enunciate clearly
What tool is not effective in group discussions?
sharing a personal experience
What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
formal
Why is it important to organize information before preparing a business report?
to arrange findings in a logical manner
What appears at the end of an email which includes
Name
Title
Company
Address
Phone Number
email signature
All calls coming into a business should end as pleasantly as possible in order to
leave a good last impression with callers
Individuals who are able to defend ideas objectively provide others with
logical evidence
Google has a relaxed atmosphere and believes that creativity comes from a stress-free workplace. What type of person is that company looking to hire?
collaborator
What is an example of a textual graphic that is used in a business report?
flowchart
A business that writes letters to customers to confirm their orders or requests should make sure the letter contains what?
all the necessary information
Dawn answered the front desk telephone, the caller said "My daughter, Susan is staying at your hotel, I need to reach her immediately, what is her room number? Dawn quickly answered "Susan's in room 224. I will connect you." What did Dawn do wrong?
she gave out a guest's room number
To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
verbal
Jane had to write a letter of termination for one of her employees. Which aspect of business written communication is she using?
negative
When organizing information to present in a business report, you should?
develop an outline
What is a formatting characteristic of a full-block business letter?
no paragraph indents
The primary reason the business benefits when salespersons practice good customer relations is that it
develops repeat customers
When Steven asks questions in an open-minded way, he avoids?
attacking someone else's idea
It is easier for employees to develop positive customer/client relations if employees understand that each customer is
a unique individual
The accounting department at the shoe store has not received payment for a customer. Which would be the best form of business communication to use in this situation?
letter
The project manager sent a memo to his/her team outlining the project goals and task items to achieve the goals. What type of business written communication is this?
results oriented
Daily Double!! Worth 1000 Points!
What is a characteristic of good customer service?
The primary reason customers give for not returning to a business is a lack of:
offering quality service
courtesy from salespeople
Why is it important to take notes during meetings or presentations?
this information will be needed later
Daily Double. Worth 1000 Points!!
In history class, Dr. Smith is going over a timeline of the events that led up to WWII. Which note taking strategy would work best?
As Kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should:
charting
refer to the appropriate publisher's style manual
When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?
written
Terry is sending a letter to one of his most important clients about upcoming investment opportunities. He wants to make sure that he has included all of the important information that his client will need to make an investment decision. What professional characteristic is Terry concerned with?
complete