Nonverbal style Written format Argumentative way Assertive manner

PBM, PFN, PHT, PMK 1

1. Business employees who participate in group discussions should present their ideas and opinions in a(n)A. Nonverbal style

B. Written format

C. Argumentative way

D. Assertive manner


2. What should an employee do if a customer calls asking for information that

the employee does not have?

A. offer to get the information and call backB. ask the customer to call back laterC. ask why the customer needs the

informationD. suggest that the customer call someone

else


3. When providing legitimate responses to inquiries, it is usually best to begin by

A. being sympatheticB. restating the question

C. asking for more information

D. providing an answer


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D. assertive manner


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A. Offer to get the information and call back


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D. providing an answer


4. A characteristic of an effective communicator is that he/she

A. Speaks in monotone

B. Commands attention

C. Sounds like a recording

D. Uses frequent mannerisms


5. The human ability to listen to and process speech is

A. Slower than the average person talksB. The basis for the communication modelC. Four times as fast as people can talkD. Increased with active listening


6. Ed had an idea for a group project that Tara said would not work. When

defending his idea to the group, Ed should focus on presenting the idea’s positive attributes in a(n) ____ way.

A. emotional

B. unbiased

C. cynical

D. understated


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B. commands attention


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C. Four times as fast as people can talk


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B. unbiased


7. Listeners can support and encourage a speaker by

A. Looking around the room

B. Maintaining eye contact

C. Closing their eyes

D. Glancing at the clock


8. Which of the following is a company resource that employees often analyze to

ascertain policies and procedures

A. training materials

B. sales reports

C. promotional brochures

D. research documents


9. Written communication is not effective when readers must

A. Follow the writer’s logical train of thought

B. Work to understand what the communication

means

C.Find the information they need within the

communication

D. Spend a minimum amount of time reading the communication


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B. maintaining eye contact


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A. Training materials


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B. Work to understand what the

communication means


10.Which of the following is an example of a product feature:

A. Inexpensive

B. Easy to repair

C. Soft material

D. Long-lasting


11. Mr. Jones operates a small business serving several states. He needs to communicate with his customers but does not need an immediate response. The most economical method of delivering his messages would be through:

A. fax

B. business letters

C. email

D. telephone


12. Which of the following is a reason why businesses write informational

messages:

A. To develop memos

B. To prepare letters

C. To sell products

D. To identify customers


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C. Soft material


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C. email


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C. To sell products


13. Which of the following is an example of a written business inquiry?

A. A memo outlining an upcoming meeting agenda

B. an email requesting vendor pricing and discounts

C. a form describing an employee’s performance review

D. A report summarizing annual financial information


14. A message from the company president to all employees concerning a change in

insurance coverage is a form of _____________ communication?

A. informal

B. staff

C. upward

D. lateral


15. In planning a staff meeting for her department, Mara should

A. limit the number of times that each

participant speaks

B. Change the meeting date and time

C. forward a copy of the department

budget to all participants

D. provide a meeting agenda to review


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B. an email requesting vendor pricing and

discounts


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B. staff


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D. Provide a meeting agenda to

review


16. The most positive words to use in selling are

A. customers’ names

B. brand names

C. credit terms

D. technical terms


17. Why should employees act as if customers are their employers?

A. Customers pay employees’ bonuses

B. Employees would not have jobs if there

were no customers

C. Employees might work for the

customers in the future

D. Customers own the business


18. Who is responsible for developing a business’s policies?

A. Salespeople

B. Customers

C. Suppliers

D. Managers


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A. Customers’ names


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B.Employees would not have

jobs if there were no customers


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D. Managers

19. “I only buy the most expensive brands” is a statement that characterizes

the ____customer?

A. Slow/methodical

B. Disagreeable

C. Suspicious

D. Domineering/superior


20. What should you do to determine whether a customer’s complaint is

justified?

A. Investigate the problem

B. Restate the complaint

C. Take immediate action

D. Ask a supervisor


21. Which of the following would be considered an economic activity?

A. Buying gum

B. Eating breakfast

C. Brushing teeth

D. Going to class


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D. Domineering/superior


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A. Investigate the problem


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A. Buying gum


22. When a manufacturer asks a business to collect information from customers

concerning how to improve a product, which type of utility is most likely to be affected?

A. Possession

B. Place

C. Time

D. Form


23. Retailing takes place whenever goods are

A. Offered for sale

B. Exchanged for other goods

C. Sold to the ultimate consumer

D. Sold in a retail establishment


24. In a market economy, the basic economic question of what to produce is answered by:

A. Strategic planners

B. Consumers

C. Custom

D. Trial and error


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D. Form


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C. Sold to the ultimate consumer


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B. Consumers


25. In a private enterprise economic system, the interaction of supply and demand

primarily determines

A. Government control

B. Prices

C. Profits

D. competition


26. The amount of money paid for raw materials and products sold is

called:

A. Net profit

B. Operating expense

C. Cost of goods

D. Gross profit


27. Rivalry between two companies which offer dissimilar products is

called _____ competition.

A. Indirect

B. Direct

C. Price

D. Nonprice


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B. Prices


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C. Cost of goods


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A. Indirect



BUSINESS ADMINISTRATION

CORE EXAM

PBM, PFN, PHT, PMK

28. The amount and value of outputs produced from set amounts of resources are

known as

A. Objectives

B. Inputs

C. Productivity

D. Mass production


29. A business deciding to hire an older man rather than a young woman for a sales position even though both have similar qualifications might be an example of:

A. Remedial action

B. Harassment

C. Team conflict

D. Discrimination


30. Why is assessing strengths and weaknesses a difficult task?

A. It may reveal characteristics about ourselves that we don’t like.

B. It’s impossible to be modest when listing our strengths.

C. It’s an extremely time-consuming process.

D. It’s unrealistic to try to discover every strength and weakness.


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C. Productivity


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D. Discrimination


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A. It may reveal

characteristics about

ourselves that we don’t

like.


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Nonverbal style Written format Argumentative way Assertive manner