EC-071
What represents a primary business activity
Marketing
What is the main purpose of management
To accomplish the business’s goals
The people who work to produce goods and services are known as
human resources
Having positive customer relations means making customers
Happy
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?
Be helpful.
A business can be described as a(n)
organized effort to produce goods and services.
Why should managers know how to do the work of the workers they supervise
To have realistic expectations for workers
A job specification is an explanation of
the skills, knowledge, and characteristics required for a job.
To build positive customer relations, a business must be
proactive.
The first task in the HR management activity of staffing is
Determining need
Every business must accomplish what?
Produce or provide goods/services
Which management function is described in the following situation: Christy Chen determines the type of workers she needs, locates qualified applicants, selects those to be hired, and assigns the new hires to a work area.
Staffing
Determine whether the following statement is true or false: Companies without an HR department do not participate in HR management activities.
False; in companies without HR departments, other managers and supervisors partici-pate in HR management activities.
Businesses use technology to build positive customer relations by
creating targeted marketing campaigns.
When a business strives to make every customer experience a positive one, it is remembering its
touchpoints.
Making sure that a business has enough of a product in stock without having too much on hand is the goal of
inventory management.
A manager who helps an employee count the money in a cash drawer and prepare a bank deposit is demonstrating
technical skills.
Labor-union negotiations are part of which HR management activity?
Employee relations
A business recently mailed 20% discount coupons to all its loyal customers. Which technique for building positive customer relations does this illustrate?
Be thankful.
A business that exists to fulfill a specific mission or undertaking is called a __________ business.
nonprofit
Financial analysis occurs when a business
keeps accurate expense records.
A small-business manager who considers how a one-person reduction in office staff could impact the rest of his/her company is demonstrating
conceptual skills.
What is the purpose of an exit interview:
To gain constructive suggestions for improvement
Which of the following is a true statement about making promises to customers:
It is better to over-deliver.
What management function is being described in the following situation: David Thomas, a top-level manager, identifies jobs to be performed, assigns responsibility for them, establishes departments to handle the jobs, and determines how many and which employees mid-level managers will supervise.
Oragnizing