Business Communication Exam Questions
Course Introduction
Business Communication focuses on the principles and practices of effective communication within a professional context. The course covers a range of topics including verbal and non-verbal communication, writing business correspondence, preparing reports and proposals, conducting meetings, and delivering presentations. Emphasis is placed on clarity, persuasion, intercultural communication, and the adaptation of messages for diverse audiences in both traditional and digital formats. Through practical exercises and case studies, students will develop the critical skills necessary to navigate interpersonal and organizational communication challenges in todays dynamic business environment.
Recommended Textbook
Customer Service Skills for Success 6th Edition by Robert W. Lucas
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10 Chapters
550 Verified Questions
550 Flashcards
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Page 2
Chapter 1: The Customer Service Profession
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61868
Sample Questions
Q1) Deregulation is the removal of government restrictions on an industry.
A)True
B)False Answer: True
Q2) The customer is a key component of the customer service environment that is directly under the control of the service provider and staff.
A)True
B)False Answer: False
Q3) Internet service providers are an example of organizations that provides,both,products and services.
A)True
B)False Answer: False
Q4) Offshoring refers to the practice of contracting with third-party companies outside the organization.
A)True
B)False Answer: False
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Chapter 2: Contributing to the Service Culture
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55 Verified Questions
55 Flashcards
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Sample Questions
Q1) Explain how a mentor can assist new employees.
Answer: When experienced people leave an organization,they will take decades of experience and knowledge and leave behind a huge gap in many organizations,especially those that have not created an effective exit strategy or prepared others to step into key roles and positions.Mentors are people who are well acquainted with the organization and its policies,politics,and processes.They are well connected (inside and outside the organization),communicate well,have the ability and desire to assist new employees (the protégé),and are capable and experienced.Therefore,through mentoring programs,they can assist the new and young employees by sharing their knowledge and experiences with them.
Q2) To promote a positive service culture,customer service professionals should always
A) view vendors and suppliers as salespeople whose only purpose is to serve them
B) focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers
C) be well versed in the many facets of their organization and its operation, related industry topics, and the competition
D) use "they" language when dealing with customers
Answer: C
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Page 4
Chapter 3: Verbal Communication Skills
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55 Verified Questions
55 Flashcards
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Sample Questions
Q1) In evaluating your customer service attributes,asking those with whom you interact regularly to give you feedback can be helpful.
A)True
B)False
Answer: True
Q2) Projecting a presence that is assured,confident and capable without appearing aggressive or arrogant is known as your level of ____.
A) rapport
B) indignation
C) aggressiveness
D) assertiveness
Answer: D
Q3) To deliver quality service effectively,a service provider must ____.
A) deal with the needs of the business first
B) deal with the customer's business concerns first
C) rush in to solve the problem quickly
D) deal with the human being first
Answer: D
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Chapter 4: Nonverbal Communication Skills
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55 Flashcards
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Sample Questions
Q1) Which of the following is a problem associated with nonverbal cues?
A) They are highly ineffective in customer interactions.
B) They are incapable of carrying powerful messages.
C) They are likely to be misinterpreted.
D) They are overridden by verbal messages.
Q2) In most Western cultures,the typical period of time that is comfortable for holding eye contact is _____ seconds.
A) 5 to 10
B) 15 to 20
C) 25 to 30
D) 35 to 40
Q3) What is the role of gender in nonverbal communication?
Q4) Ensuring trash cans are emptied and keeping office environment neat and tidy projects a professional image.
A)True
B)False
Q5) When in doubt about your message meaning,people tend to believe the words spoken.
A)True
B)False
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Chapter 5: Listening Skills
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55 Flashcards
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Sample Questions
Q1) The circadian rhythm refers to the psychological 24 hour cycle associated with the earth's rotation.
A)True
B)False
Q2) _____ is the primary skill most people have for gathering information.
A) Talking
B) Listening
C) Writing
D) Researching
Q3) The first phase in active listening is hearing or receiving the message.
A)True
B)False
Q4) The situation of a listener being bombarded with data from many sources is often called ____.
A) information stress
B) information overload
C) environmental protection
D) mind warp
Q5) Elaborate on faulty assumptions as a factor that influences listening skills.
Q6) Give five examples of open-ended questions.
Page 7
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Chapter 6: Customer Service and Behavior
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Sample Questions
Q1) A win-win situation is one in which the customer and you and your organization succeed.
A)True
B)False
Q2) For someone who has a rational style and keeps communication brief,your strategy will be to:
A) ask open-end questions to obtain information.
B) focus on their need for accuracy.
C) keep sentences brief.
D) focus on their need to be liked.
Q3) A service provider can partner with internal or external customers to solve problems and produce a win-win situation.
A)True
B)False
Q4) The persons who are most likely to have a functionally decorated office are those of the _____ style.
A) rational
B) inquisitive
C) decisive
D) expressive
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Chapter 7: Service Breakdowns and Service Recovery
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Sample Questions
Q1) While placing his order,a customer tells the waiter to avoid bell peppers of any kind or color in the food since he is allergic to the vegetable.In spite of informing the server of his choice,a slice of bell pepper sits right on top of the dish he ordered.In addition to a service breakdown,this could lead to:
A) the customer learning to appreciate the bell pepper taste.
B) the server having to eat that plate of food.
C) the customer forcefully having to eat around the vegetables much against his wishes.
D) serious illness or death of the customer and a huge liability for the organization.
Q2) The first key step in the problem-solving process is to identify the problem.
A)True
B)False
Q3) List any five work behaviors to adopt that can build internal relationships.
Q4) To prevent or at least reduce the possibility of breakdowns with your internal customers,you should honor all commitments and promises to your internal customers.
A)True
B)False
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Page 9
Chapter 8: Customer Service in a Diverse World
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55 Verified Questions
55 Flashcards
Source URL: https://quizplus.com/quiz/61861
Sample Questions
Q1) Which of the following best defines diversity?
A) It refers to the perceptions or assumptions that individuals or cultures maintain.
B) It refers to the characteristics, values, beliefs, and factors that make people different, yet similar.
C) It refers to the long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures.
D) It refers to the way that cultures view propriety of dress and conduct.
Q2) Daniel,a customer care executive at Shopahol.com,an E-commerce site,receives a complaint from an elderly customer regarding a mismatch in the product delivered to him.While dealing with such a customer,Daniel should:
A) adopt a flippant approach if the customer is a bit arrogant, disoriented, or disrespectful.
B) be careful not to let biases about older people interfere with good service.
C) try to sound patronizing while addressing the customer's grievances.
D) adopt a condescending attitude and treat the customer accordingly.
Q3) List the basic guidelines for communicating effectively with diverse customers.
Q4) List any five strategies for servicing customers with hearing disabilities.
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Chapter 9: Customer Service Via Technology
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55 Flashcards
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Sample Questions
Q1) Which of the following statements is true about social media?
A) It is considered to be the most expensive means of getting information out.
B) It is the least preferred medium of marketing for companies.
C) It always leaves a negative impact on the company's image since employees discuss their job, talk about issues, and vent their frustrations.
D) It provides a wealth of opportunity for companies that want to share their message about products and services with the world.
Q2) When delivering service face-to-face with a customer,you should:
A) address the customer using his or her first name and assume familiarity.
B) ask the caller to come visit the office for quicker service.
C) use jargon, slang, and colloquialisms to set a friendly mood.
D) speak clearly, smile frequently, and use correct grammar.
Q3) Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.
A)True
B)False
Q4) List any five functions performed by the customer relationship management software.
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Page 11
Chapter 10: Encouraging Customer Loyalty
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55 Verified Questions
55 Flashcards
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Sample Questions
Q1) Building good relationship in order to increase customer satisfaction is valuable because it can lead to repeat business.
A)True
B)False
Q2) Which of the following is the first step in the planning process model?
A) Evaluate the situation
B) Examine the situation
C) Identify alternatives
D) Set a goal
Q3) Discuss the customer's perception of quality.
Q4) Which of the following is a poor example of fostering solid customer relationships?
A) Waiver of transaction charges charged by financial institutions.
B) Complementary air and water for vehicles at gas stations.
C) Complementary Wi-fi internet access to customers in a hotel.
D) Restocking fees charged by online retailers for returned items.
Q5) The key element in cementing interpersonal relationships is communication.
A)True
B)False
Q6) List any five initiatives to provide excellent customer service.
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