| A | B |
|---|
| To demonstrate whether or not you understand a message, you should... | Give the speaker feedback |
| Written communication, usually covering one subject, which is primarily used within a company, is called a.. | Memorandum |
| An important thing to remember in order to be an effective listener is to... | Listen for vocal cues to determine the speaker's meaning |
| The part of a business letter that contains the name and address of the person to whom it is written is called the... | Inside address |
| "Sincerely" or "Yours truly" are examples of which part of a business letter? | Closing |
| Greeting customers with a smile and a handshake, while standing straight, is an effective use of what type of communication? | Non-verbal |
| A formal written business communication, which gives information such as yearly sales, results of surveys or projects, and contains a table of contents, introduction, body, and summary is called a... | Report |
| The most important thing in taking a telephone call is... | Assuring that the order is accurate |
| How can the sender of a message be sure that the message was understood? | Seek feedback from the receiver |
| The first thing you should do when making a business related telephone call is... | Identify yourself and your company |
| Communication is best defined as... | The exchange of ideas and information |
| Michael overcharged a customer on a large printing order. As soon as he discovered the mistake he called the customer, apologized for the error, and corrected the charge. Michael demonstrated what important personal trait? | Responsibility |
| Kristen's supervisor never has to tell her what to do next on the job as she seeks out tasks to complete on her own. Kristen is demonstrating... | Initiative |
| Marjorie is frequently late for appointments with clients because she does not always write the times on her calendar. She could use some help in developing which personal skill? | Time management |
| Jerry remains cool and is tactful in dealing with a customer who is angry because his dinner is cold. His manner shows... | Self-control |
| Mr. Jones praises his employee's work and thanks them for doing a good job. In doing so he is fostering... | Self-esteem |
| A mental outlook you have toward people and situations is known as... | Attitude |
| Often, assertive behavior is mistaken for... | Aggressive behavior |
| Being willing to change requires that you be... | Flexible |
| Standing up for what you believe in is known as... | Assertiveness |
| The ablility to "see the bright side of things" shows that one possesses... | A positive attitude |
| An employee can demonstrate self-control by... | Remaining calm when dealing with all clients/customers |
| If you are able to identify intellectually with the thoughts, feelings, values, attitudes, and/or actions of another person, you are said to possess the trait of... | Empathy |
| Orderly behavior on the job will frequently bring which of the following from your supervisors... | Praise |
| Megan starts each day by identifying the activities she needs to complete, then prioritizing them in order of importance. By doing this she is demonstrating... | Orderly and systematic behavior |
| A salesperson will generate immediate interest about a product or service when he/she shows... | Enthusiasm |
| A waiter/waitress who has mixed up an order and brought the wrong food should... | Accept the blame for the mistake |
| In business, orderly and systematic behavior is considered to be... | Appropriate |
| A business owner will tend to promote the employee who demonstrates... | Initiative |
| Being able to think of new ways to solve old problems requires... | Creativity |
| The way people get along with each other is known as... | Human relations |
| Leon's favorite television show is an exciting police drama. Last night's episode was particularly riveting, and this morning Leon wants to talk about the show with other fans. Using his computer Leon can join into a discussion group with fans from everywhere because Leon's computer is connected to... | The internet |
| Jason bought a bottle of drain cleaner at the grocery store. When he paid for his purchase, he received with his receipt a coupon that stated, "Save $1.00 on your next shopping order courtesy of Sludge Away Drain Cleaner." This coupon was made possible by computer technology known as... | Point of sale system |
| A new system, which consists of a personal computer with a camera on top and an earphone attached that allows an individual to talk with and look at someone as you transfer documents, is now being demonstrated. This system is known as... | Personal digital videoconferencing |
| Rhonda is a big soap opera fan but is unable to watch her favorite shows on a regular basis because she is working when they are on television. Now she uses her computer to get regular updates on her favorite programs. Rhonda is able to do this because of... | Internet |
| During the Super Bowl, Ford plans to measure viewer responses to ads for a new car, by having viewers answer survey questions using a wireless laptop device. This system is known as... | Interactive television |
| What type of online service allows people to use their computers to exchange information at no charge or for a small fee? | Noncommercial bulletin board service |
| On-line shopping services will play a major role in marketing of consumer goods in the future | Convenience |
| The piece of computer equipment which displays computer output is called the... | Monitor |
| A system that uses a scanner to feed information from a merchandise tag into a computer is a(n)... | Point of sale system |
| Sandra has access to news, weather, research topics, and stock market reports because of... | Commercial online services |
| The introduction of the compact disc affected the entertainment and electronics industries, among others. This is an example of what type of change? | Technological |
| To improve yourself and your relationships with others, you must... | Know your own weaknesses |
| Barbara and Rachel were not in agreement about the sales goal for the month. After discussing their points of view in a respectful manner they were able to reach agreement. This is known as a(n)... | Consensus |
| Which of the following terms means that team members take action to bring the whole team's performance up to the standards the team has agreed on? | Teamwork |
| Shared leadership requires that teams... | Conduct meetings in which feedback is given about individual performance |
| Select the example of working cooperatively with coworkers, supervisors, and management... | Barry is consistently on time and works hard to complete all tasks |
| When team members meet together to give feedback on individual performance, they are participating in shared... | Leadership |
| Greater company loyalty, commitment and stronger team spirit result when employees are involved in... | Defining team goals |
| In order to a team to work, each member must feel accountable for the efforts of the whole team. This is known as... | Shared leadership |
| The skill used by a group of people to achieve goals is known as... | Teamwork |
| A decision that each member agrees to is a... | Consensus |
