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Standard 1.01

Quiz by Jeanette Clark

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9 questions
Show answers
  • Q1
    In order to be understood on the telephone, a business's employees should always:
    use technical terminology.
    enunciate clearly.
    speak from notes.
    speak rapidly.
    30s
  • Q2
    Which is not a tool that people use when participating in discussions?
    Building on someone else's comment
    Pointing out missing information
    Helping the group summarize what has been said
    Sharing a personal experience
    30s
  • Q3
    Individuals who are able to defend their ideas objectively provide others with:
    personal opinions.
    emotional information.
    logical evidence.
    unrelated statistics.
    30s
  • Q4
    All calls coming into a business should end as pleasantly as possible in order to:
    provide callers with accurate information.
    leave a good last impression with callers.
    help an employee get a good review.
    make the best use of an employee's time.
    30s
  • Q5
    What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
    Technical
    Routine
    Formal
    Casual
    30s
  • Q6
    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 did not take written notes about the call.
    She forgot to listen attentively to the caller.
    She gave out a guest's room number.
    She did not answer the caller with enough courtesy.
    30s
  • Q7
    To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
    reading
    verbal
    computer
    technical
    30s
  • Q8
    Google has a relaxed atmosphere and believes that creativity comes from a stress-free workplace. What type of person is that company looking to hire?collaborator
    strategic
    controller
    collaborator
    analyzer
    30s
  • Q9
    When Steven asks questions in an open-minded way, he avoids:
    attacking someone else's idea.
    mentioning the truth.
    suggesting a better way to do something.
    stating his own opinion.
    30s

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