Midterm Review 1-3

In order to be understood on the telephone, a business's employees should always:

• speak from notes.
• use technical terminology.
• enunciate clearly.
• speak rapidly.

Individuals who are able to defend their ideas objectively provide others with:

• personal opinions.
• emotional information.
• logical evidence.
• unrelated statistics.

What type of communication style is usually appropriate for evaluation or counseling interviews with employees?

• Casual
• Formal
• Routine
• Technical

Which is a formatting characteristic of a full-block business letter?

• double-spacing within the paragraph
• no paragraph indents
• indented first paragraph
• using a right justification for all paragraphs

When Steven asks questions in an open-minded way, he avoids:

• stating his own opinion.
• attacking someone else's idea.
• suggesting a better way to do something
• mentioning the truth.

Which is a reason why it is important to organize information before preparing a business report?

• to investigate the cause of the problem
• to understand the purpose of the report
• to identify the target audience
• to arrange findings in a logical manner

The primary reason customers give for not returning to a business is a lack of:

• courtesy from salespeople.
• available parking.
• advertised merchandise.
• customer-service personnel.

Why is it often important to take notes during meetings or presentations?

• The audience needs something to do.
• The speaker is difficult to understand.
• This information will be needed later.
• Writing keeps the mind focused.

It is easier for employees to develop positive customer/client relations if employees understand that each customer is:

• a possible problem.
• a unique individual.
• in a hurry.
• like most others.

The primary reason the business benefits when salespersons practice good customer relations is that it:

• develops repeat customers.
• prevents customer objections.
• promotes quality service.
• segments the business's market.