Principles
Emma's teacher is giving directions for an essay test in class. Emma should
A. avoid looking her teacher in the eye while directions are being given.
B. pay close attention to the teacher while directions are being given.
C. interrupt her teacher whenever she has a question.
D. get a head start on her test while the teacher is giving directions.
B. pay close attention to the teacher while directions are being given.
Which of the following is an action of a person who is fair:
A. Gets her/his own way all the time
B. Balances her/his needs with those of others
C. Pursues vengeance
D. Makes sure no one takes away her/his rights
B. Balances her/his needs with those of others
An important factor in effective verbal communication is
A. reading from a script.
B. developing mannerisms.
C. having a pleasant voice.
D. enunciating rapidly.
C. having a pleasant voice.
Which of the following is a characteristic of effective oral presentations:
A. Gathers information
B. Attracts attention
C. Identifies conflict
D. Provides discussion
B. Attracts attention
Jon sues his former employer for harassment. In what situation would the employer be likely to offer Jon a settlement?
A. The employer does not think it will be able to win the case.
B. The employer knows it will be able to win the case.
C. The employer wants the case to go to court.
D. Jon does not think he will be able to win the case.
A. The employer does not think it will be able to win the case.
Which of the following is a way that you can use nonverbal communication to express your approval of an idea:
A. Making a fist
B. Folding your arms
C. Smiling broadly
D. Raising your eyebrows
C. Smiling broadly
A financial institution fails to comply with an important government regulation. The financial institution will most likely
A. pay a fine.
B. get a better reputation.
C. gain new business.
D. avoid an audit.
A. pay a fine.
When Jeremy extended his hand toward Hank as they were introduced, Hank said, "Hello, Jeremy." However, he ignored Jeremy's hand and kept his own hands in his pockets. What kind of nonverbal message was Hank sending?
A. We have met before.
B. I am glad to meet you.
C. We have a lot in common.
D. I don't want to know you.
D. I don't want to know you.
What is a common consequence that comes with a civil lawsuit?
A. Paying a fine
B. Serving time in prison
C. Performing community service
D. Attending counseling sessions
A. Paying a fine
Which of the following is a legitimate response for an employee to provide to a customer regarding an inquiry about product pricing:
A. You'll need to contact the appropriate person to get the price.
B. I'm not sure what the pricing is.
C. If you can wait a moment, I'll check for the price in the computer.
D. I'm pretty sure that the item costs $39.65.
C. If you can wait a moment, I'll check for the price in the computer.
Most businesses stress to their sales force that the most important person is the
A. supervisor.
B. wholesaler.
C. manager.
D. customer.
D. customer.
What question should finance professionals ask to provide the appropriate types and levels of service to their clients?
A. How can I maximize my returns?
B. Should I follow up with the clients?
C. What are the client's expectations?
D. Are my goals realistic and attainable?
C. What are the client's expectations?
What type of communication style is usually most appropriate to use when evaluating employees?
A. Formal
B. Casual
C. Routine
D. Instructional
A. Formal
Tariq works at the front desk of a hotel. He tries to keep customers happy, but he finds it difficult to do so because his company does not have strong policies in place to handle issues. Tariq's customer service practices are affected by
A. organizational culture.
B. his extraverted personality.
C. local competition.
D. customer loyalty.
A. organizational culture.
Which of the following is a criterion for evaluating the reliability of a source:
A. Length
B. Timeliness
C. Style
D. Type of source
B. Timeliness
"To form my business, I used all of my savings and borrowed from the bank, and I'm personally liable for all of the debts." This is an example of which of the following forms of business ownership:
A. Sole proprietorship
B. Partnership
C. Corporation
D. Cooperative
A. Sole proprietorship
The ABC Corporation identifies all the risks that threaten the company. Then, it decides which risks it wants to focus on and shares this information with its stakeholders. The company is practicing
A. environmental risk planning.
B. corporate risk organization.
C. competitive risk assessment.
D. enterprise risk management.
D. enterprise risk management.
Which of the following is an example of a voluntary debtor-creditor relationship:
A. Requiring specific information
B. Receiving a monetary gift
C. Obtaining a loan from a bank
D. Owing punitive damages
C. Obtaining a loan from a bank
Into what two categories can wants be divided?
A. Unlimited and noneconomic
B. Unlimited and economics
C. Unlimited and limited
D. Economic and noneconomic
D. Economic and noneconomic
What is required to maintain favorable relationships with vendors?
A. Ongoing cooperation
B. Limited communication
C. Occasional interaction
D. Full disclosure
A. Ongoing cooperation
Which of the following is a computer-software technology that helps a business automate and track its sales, marketing, and service efforts:
A. Automated Clearinghouse (ACH)
B. Materials requirements planning (MRP)
C. Computer-aided engineering (CAE)
D. Customer relationship management (CRM)
D. Customer relationship management (CRM)
The primary purpose of managerial accounting is to provide accurate data about a business's activities that help internal users
A. control external factors.
B. make informed decisions.
C. obtain necessary loans.
D. understand corporate policies.
B. make informed decisions.
Businesses must keep in mind that word-of-mouth promotion can be
A. bought.
B. avoided.
C. negative.
D. inconsequential.
C. negative.
Due to bad weather, Clear Skies Airline had to cancel an international flight. How can Clear Skies Airline best deliver a positive moment of truth in this situation?
A. Apologize profusely to customers who are upset
B. Clearly explain the situation to anyone who has questions
C. Send a customer satisfaction survey to determine future improvements
D. Provide complimentary hotel rooms and food for stranded passengers
D. Provide complimentary hotel rooms and food for stranded passengers
Which of the following is vital to the successful operation of a private enterprise system:
A. Competition
B. Mechanization
C. Production
D. Distribution
A. Competition