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Flashcards in 1.00 Study Guide Deck (32):
1

When Dawn answered the front desk telephone at her property, a female caller who sounded very upset said, "My daughter, Susan Smith, is staying at your hotel, and I need to reach her immediately because of a family emergency. Would you please give me her room number?" Dawn quickly answered, "Ms. Smith is in room 224. I will connect you." What did Dawn do wrong?

She gave out a guest's room number.

2

All calls coming into a business should end as pleasantly as possible in order to:

Leave a good last impression with callers.

3

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

Enunciate clearly.

4

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

A unique individual.

5

To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?

Verbal.

6

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?

Written.

7

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

Develops repeat customers.

8

The following information appears at the end of all of Molly’s outgoing e- mails:
Molly S. Glenn
Assistant Manager
The Creekside Café
442 Clear Creek Road
Danville, TN 44882
(774)555-2047
msglenn@creeksidecafe.com
What did Molly miss?

Signature.

9

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

Formal .

10

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

Courtesy from salespeople.

11

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

Attacking someone else's idea.

12

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

Attacking someone else's idea.

13

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

Logical evidence.

14

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

This information will be needed later.

15

An electronic planning device that many employees use to keep track of their activities is an example of a:

Time-management tool.

16

One reason an existing business might develop a company web site is to:

Create a new revenue source.

17

Which is an umbrella term referring to any type of Internet transaction?

E-business.

18

Monitors, keyboards, and hard drives are examples of computer:

Hardware.

19

What do businesses often develop to be able to store and analyze data for the purpose of making business decisions?

Information systems.

20

Which is the most efficient tool for gathering the external information that businesses need?

Internet.

21

Many presentation software programs allow users to:

Include voice narration.

22

Which is a capability of a presentation software program?

Combining animation and sound.

23

Which allows a computer to search and access information on the Internet?

Browser.

24

What do most businesses use to store information for future use?

Computer systems.

25

Which is available to all people around the world who have access to a computer that has connectivity?

Internet.

26

Information management can be a challenge because:

Many people do not understand what it is.

27

Why is it important for businesses to store information for future use?

To make it accessible.

28

Which is an important component of computer systems?

Software.

29

An employee receives an e-mail message from his supervisor and needs to pass the message on to a coworker. The most efficient way for the employee to communicate the information to his coworker is by:

Forwarding the message to the coworker's e-mail address.

30

Which is a true statement about a management information system (MIS)?

It may be one part of a business's overall information management program.

31

Businesses assess their information needs to determine the type of information that will help them deal with:

Specific problems.

32

Which type of software program would an employee use to prepare a form letter informing the company's clients of a change in product pricing?

Word processing.