Multiple Choice 1
1. A business owned by two or more persons who have unlimited liability is called a
A. sole proprietorship.
B. corporation.
C. cooperative.
D. general partnership.
What is
D. general partnership.
6. "This is an exciting new opportunity for you," says Jane's boss. Which of the following nonverbal cues would appropriately reinforce that message?
A. Focusing eyes on the computer
B. Slouching
C. Smiling
D. Looking out the window
What is
C. Smiling
11. What is a key to effective note-taking?
A. Capturing details
B. Active listening
C. Creative thinking
D. Using an outline
What is
B. Active listening
16. Letters of inquiry that businesses write to other businesses are routine business communication and usually contain only
A. Technical explanations.
B. complex instructions.
C. confidential data.
D. basic information.
What is
D. basic information.
21. What type of business policy is most likely to attract customers to the business?
A. Delivery
B. Credit
C. Return
D. Product
What is
D. Product
2. Which of the following statements contains the most relevant information to include in a business report about the specific market share of computer manufacturers during a particular time frame:
A. Apple Computers held the fifth highest share of the computer market in 2014.
B. In 2014, Hewlett-Packard shipped more computers than Dell or Apple.
C. Hewlett-Packard, Dell, Lenovo, Toshiba, and Apple sold more computers in 2014 than other computer manufacturers.
D. In 2014, Hewlett-Packard held 27.6 percent of the market share, followed by Dell, which held 24.3 percent.
What is
D. In 2014, Hewlett-Packard held 27.6 percent of the market share, followed by Dell, which held 24.3 percent.
7. What communication style is most appropriate to use when you are providing a friend with personal advice?
A. Formal
B. Empathic
C. Judgmental
D. Businesslike
What is
B. Empathic
12. Yvonne wants to create a visual aid that will easily show how her company budget is divided among three departments. Which visual aid should she use?
A. An area graph
B. A bar graph
C. A line graph
D. A pie chart
What is
D. A pie chart
17. During a staff meeting, Lindsay started to ask Tom a question while he was presenting his report. What did Lindsay do wrong?
A. She used distracting gestures.
B. She expressed an opinion.
C. She interrupted the speaker.
D. She strayed from the topic at hand.
What is
C. She interrupted the speaker.
22. Which of the following would be classified as a service complaint:
A. Empathetic behavior
B. Wrong size
C. Defective product
D. Late delivery
What is
D. Late delivery
3. The best way for Melissa to determine if her company will pay the tuition for the class that she is taking at the community college is by
A. asking her college counselor.
B. reading the employee handbook.
C. reviewing the production schedule.
D. submitting a formal proposal.
What is
B. reading the employee handbook.
8. Businesspeople are more likely to accept a new idea if the idea will
A. requires additional resources.
B. improve a situation.
C. impact the economy.
D. involves a lot of risk.
What is
B. improve a situation.
13. Written communication is not effective when readers must
A. find the information they need within the communication.
B. follow the writer's logical train of thought.
C. work to understand what the communication means.
D. spend a minimum amount of time reading the communication.
What is
C. work to understand what the communication means.
18. Using a pleasant tone of voice with customers is especially important when
A. the customer is in a good mood.
B. trying to sell a new product.
C. delivering bad news.
D. the employee is being observed by a supervisor.
What is
C. delivering bad news.
23. The easiest way to learn your company's brand promise is to
A. talk to your coworkers.
B. make an educated guess.
C. look on the website.
D. ask your manager or supervisor.
What is
D. ask your manager or supervisor.
4. Chad's friend wrote down instructions for him to change the oil in his car. Chad makes sure he follows the direction to put something for catching the oil in place first, so it doesn't spill everywhere. Which of the following steps for following directions does this situation illustrate:
A. Accept responsibility
B. Ask
C. Note key words
D. Go in order
What is
D. Go in order
9. What should you do if you phone an important customer and the customer indicates that you have called at a bad time?
A. Explain that the call will be short.
B. Try to continue the conversation.
C. Ask the customer to call you back.
D. Offer to schedule a second call.
What is
D. Offer to schedule a second call.
14. The following information appears at the end of all of Molly's outgoing emails: Molly S. Glenn; Assistant Manager; The Creekside Café; 4422 Clear Creek Road, Danville, TN 44882; (774) 555-2047;msglenn@creeksidecafe.com. This information is Molly's email
A. signature.
B. attachment.
C. carbon copy.
D. etiquette.
What is
A. signature.
19. Employees' explaining the proper way to use a particular product to a customer who is interested in buying the item is an example of handling a customer
A. protest.
B. complaint.
C. objection.
D. inquiry.
What is
D. inquiry.
24. What is a characteristic that applies only to economic services?
A. Intangible
B. Physical
C. Scarce
D. Useful
What is
A. Intangible
5. Which of the following is a component of verbal communication between individuals:
A. Eye contact
B. Body posture
C. Facial expression
D. Listening
What is
D. Listening
10. To contribute to a discussion in a useful way, you should avoid
A. paying attention when others are speaking.
B. stating opinions and sticking to the facts.
C. talking about what's on your mind.
D. blurting out statements without thinking
What is
D. blurting out statements without thinking
15. A business letter that has easy-to-understand information is said to possess
A. consensus.
B. caution.
C. courtesy.
D. clarity.
What is
D. clarity.
20. What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?
A. Persuade the clients to buy
B. Earn the clients' trust
C. Impress the clients
D. Offend the clients
What is
D. Offend the clients
25. Which of the following are capital goods:
A. Roads, airplanes, and water
B. Equipment, land, and minerals
C. Buildings, roads, and equipment
D. Airplanes, minerals, and building
What is
C. Buildings, roads, and equipment