DECA Principles Cluster Exam

Which of the following will help you have a pleasant voice when speaking to customers: A. Speaking at a comfortable volume B. Speaking very slowly C. Speaking quickly D. Speaking in a monotone voice

A Speaking at a comfortable volume. To speak pleasantly with customers, you should speak at a comfortable volume—not too loudly or too softly. You also need to vary the tone of your voice and speak neither too quickly nor too slowly.

Zach is inputting numerical data into an electronic worksheet containing a series of rows and columns. What is Zach creating? A. Spreadsheet B. Presentation C. Web ring D. Business letter

A Spreadsheet. A spreadsheet, sometimes known as a worksheet, is an electronic grid that shows information (usually numerical) in a logical manner—typically a series of rows and columns. Presentation software is typically used to create visual aids supporting an oral presentation. A web ring is a series of linked web pages that share a common theme. A business letter is a formal letter used by a business professional to communicate with other businesses and clients.

Nigel is a salesman who travels across the country. He uses lots of large video files and interactive digital tools during his presentations. Which type of computer system would suit Nigel best? A. laptop B. tablet C. desktop D. smartphone

A Laptop. A laptop is a portable computer system that has a strong operating system and a large amount of memory. A laptop would suit Nigel because he needs a computer that travels as well as enough storage and memory to run his presentations. While a tablet is also portable, tablets generally do not have the same operating system strength and memory capabilities as laptops. Desktops are not portable. Smartphones also do not have the same operating system and memory capabilities as laptops.

Wan recently started a bicycle courier service. He has places $400 of his own money into the business and purchased a new bike on credit for $800. When he creates a balance sheet for his business, under which category will he list the $800 owned on the bike? A. liabilities B. assets C. owner's equity D. stockholder's equity

A Liabilities. Debts are listed as liabilities on a balance sheet. Assets are things of value that the business owns. The $400 that Wan invested in the business would be listed as owner's equity. Stockholders' equity refers to value held by investors.

Which of the following is part of the product/service management function: A. Getting products from producers to customers B. Deciding on the products that a business will produce or order C. Informing customers about new and improved products D. Conducting research to find out as much as possible about customers

. B Deciding on the products that a business will produce or order. The product/service management function involves deciding on the products that a business will produce or order. It is important because a business must offer the products that customers want and need to be successful. Getting products from producers to customers is part of the channel management function. Informing customers about new and improved products is part of the promotion function. Conducting research to find out as much as possible about customers is part of the marketing-information management function.

Which of the following is a corrective action you could take if your project has derailed: A. Refocusing scope C. Project failure B. Risk tracking D. Stakeholder management

. A Refocusing scope. Once you've identified areas where you need improvement, you will have to take corrective actions to get your project back on track. An example is refocusing the scope of your project. Project failure, risk tracking, and stakeholder management are not types of corrective actions to take if your project has derailed.

When customers complain, what is the general rule that business personnel follow in order to assure that customers receive fair and consistent treatment? A. Store policy C. Customer service plan B. Store procedure D. Customer complaint plan

A Store policy. When a business has policies for its employees to follow in handling complaints, the customers are more likely to receive the same treatment. Procedures are the step-by-step processes that personnel follow in performing specific tasks. Customer service plan and customer complaint plan are not terms that businesses commonly use.

Which of the following restaurant assets would be considered intangible: A. The waiter's uniforms C. The building B. An expensive oven D. A secret recipe

2. D A secret recipe. An intangible asset is one that's not physical. For example, intellectual property, trade secrets, customer lists, and business plans are all intangible assets. Even though intangible assets aren't physical, they're sometimes the most valuable thing a company owns. A secret recipe may be what differentiates one restaurant from another. Ovens, buildings, and waiter's uniforms are all tangible, physical business property.

Your supervisor has given you a job to do which must be completed before you leave for the day. Another employee has finished her assignment and offers to help you. This person is demonstrating A. honesty. B. initiative. C. empathy. D. assertiveness.

3. B Initiative. Initiative is defined as the willingness to act without having to be told to do so, or the willingness to accept or seek additional or unpleasant duties. The employee who offers to help another is showing initiative by seeking additional duties. Empathy means the ability to put yourself in another person's place. Assertiveness is behavior that is characterized by respect for personal rights as well as for the rights of others. Honesty is truthfulness.

What should be included in the conclusion of a letter of application? A. a method for following up B. information about your background C. praise for the recipient D. discussion about your qualifications

A A method for following up. In a letter of application, it is important to ask the recipient for a follow-up conversation. In the conclusion of the letter, you can indicate how the recipient should follow up with you, such as via phone or email. Information about your background should be done in the body of the letter rather than the conclusion. Praise for the recipient should be in the introduction rather than the conclusion. Finally, discussion about qualifications should be in the body rather than the conclusion.

Heather is writing a report about a controversial issue—the death penalty. Which of the following sources is a good choice for Heather's research: A. A blog post from a professor of economics at Harvard B. A press release from a group of anti-death penalty activists C. An article from a 1995 edition of the New York Times D. An article from the current issue of Time magazine

An article from the current issue of Time magazine. When Heather chooses resources, she needs to pick articles from reputable sources. Time magazine is a respected publication that has many editors and fact checkers, so Heather can be reasonably sure that the information contained in the magazine will be accurate. The article has also been published recently, so it likely won't contain any out-of-date information. Heather should avoid using press releases. Press releases usually have an agenda to promote, so they are biased. To write a well-rounded paper, Heather should stick to articles that are free of bias or agenda. While the New York Times is a well-respected newspaper, Heather should avoid reading an article from 1995. An article that old may present outdated figures and facts about the death penalty. Although a professor from Harvard would generally be a good source, a professor of economics isn't necessarily an expert on the death penalty. Also, Heather should be wary of using blogs—this blog may belong to the university, but it may just be the professor's personal opinions

Ten customers reviewed a product online. Five of them gave the product five stars, two gave four stars, two gave three stars, and one gave one star. What is the mode value of this data set? A. 4 B. 4.5 C. 5 D. 3

C 5. The mode is the most frequently occurring number in a data set. In this example, more customers gave the product five stars versus four, three, two, or one stars, so the mode is five. Four is the mean (average), and 4.5 is the median (middle number).

Which type of customer is more likely to make impulse purchases? A. a purchasing manager B. a manufacturing business C. a coffee shop D. a retail shopper

D A retail shopper. Retail shoppers are more likely to make a purchase on impulse if they happen to see it or because it was on sale. Businesses such as manufacturers and coffee shops usually plan most of their purchases. A purchasing manager does not buy impulsively, but instead follows policies to carefully plan company purchases.

Which of the following types of businesses is most likely to have high liability insurance costs A. a landscaping service B. an ice cream parlot C. a clothing boutique D. a skydiving operation

D A skydiving operation. The cost of liability insurance is based on how likely the purchaser is to be sued for harm or injuries. A skydiving operation's liability insurance costs are likely to be high because it is a dangerous activity. An ice cream parlor, clothing boutique, and landscaping service are less likely to be sued than a skydiving service because they are not dangerous operations.

Which of the following has traditionally offered the largest range of banking services: A. online banks B. credit unions C. thrifts D. commercial banks

D Commercial banks. Commercial banks have long offered a broad range of banking services to serve the needs of individuals and businesses. These services usually include accepting deposits, issuing loans, and offering investment products. Credit unions, thrifts, and online banks have traditionally offered fewer services than commercial banks.

When planning to make your vision a reality, you must first consider A. how many volunteers to hire. C. your personal financial goals. B. the wording of your mission statement. D. the resources that you will need.

The resources that you will need. Vision is the future you desire to create and involves making positive changes to make it happen, which requires determination and hard work. A vision for the future begins with a general or broad view of a desired outcome, such as helping sick children or ending world hunger. Once you determine your vision, you must figure out what resources you will need to carry out the vision, such as money (financial considerations), training (education and skills), and volunteers (human resources). Personal financial goals may not affect how you carry out your vision. Volunteers give their time freely, so they are not hired (paid) employees. A mission statement is a brief summary of what a business owner wants a business to be doing. Mission statements often change over time, but vision statements remain the same.

Which of the following is an advantage of practicing effective human relations skills at work: A. Decline in employee morale B. Increased employee loyalty C. Increased employee absenteeism D. Decreased customer loyalty and patronage

. B Increased employee loyalty. There are many benefits of practicing effective human relations skills at work, such as increased employee loyalty. Other advantages include increased cooperation from others, increased productivity, a pleasant working environment, increased customer loyalty, and reduced employee absenteeism.

Which of the following should you be sure to do when taking notes: A. Use correct spelling and grammar. B. Write as legibly as possible. C. Write in complete sentences. D. Try to write down everything the teacher says.

. B Write as legibly as possible. Even though you may be writing your notes quickly, it's important to write as neatly as you can. After all, your notes won't be very helpful if you can't even read them later! You shouldn't worry about using correct spelling and grammar when taking notes. It's more important to focus on content. You also don't need to write in complete sentences. This will only slow down your notetaking. It's impossible to write down everything the teacher says; instead, just try to capture the main points and important information.

Because her employer requests that employees refrain from engaging in distracting activities and noise in the workplace, Alicia turns off her smartphone's ringer when she arrives at work each day. Alicia is A. performing her work efficiently. B. respecting her coworkers' privacy. C. following a company policy. D. exhibiting a positive attitude.

. C Following a company policy. Policies are a company's general rules. Companies want their employees to be able to focus on their work without distractions, so they often develop policies regarding personal cellphone use in the workplace. Companies may ask employees to turn off the ringers on their phones and request that personal phone calls be made or taken on their breaks in certain locations (e.g., employee break room). There is not enough information provided to determine if Alicia is respecting her coworkers' privacy, performing her work efficiently, or exhibiting a positive attitude.

Arnie needs to buy printer toner and copy paper from the company's office-supply vendor. What is the first step that Arnie should take? A. Submit a receipt C. Prepare a purchase order B. Request an invoice D. Complete an expense form

. C Prepare a purchase order. Arnie needs to prepare a purchase order, which is the form that a business (buyer) fills out to order goods from a vendor (seller). The purchase order typically contains information such as the item's description, part number, quantity, price, and the company's shipping and billing addresses. An invoice is an itemized statement of money owed for a good or service and is generated by the vendor (seller). A receipt is an acknowledgement of the sale and transfer of goods and services, and is typically provided by the seller to the buyer in consumer retail transactions. Employees complete expense forms so their employers can reimburse them for business-related out-of-pocket expenses.

What is the co-signer of a bank loan legally responsible to pay if the borrower defaults on the loan? A. The interest amount owed only B. The principle amount owed only C. The balance of the loan owed D. The original amount of the loan

. C The balance of the loan owed. When the borrower does not have the collateral or credit history to obtain the loan, the lender often requests that another person co-sign for the loan. A co-signer is responsible for paying back the loan if the borrower does not. The co-signer is legally responsible for paying the balance of the loan owed, including interest and principle. If the original loan was $5,000 plus interest, and the borrower defaulted after paying half of the loan, the co-signer would be responsible for paying the remaining half of the loan.

Aisha wants to buy new ovens for her bakery. They'll be expensive, but she has some money saved up that she can use for the purchase. Aisha plans to finance her new equipment using A. accounts receivable. B. dividends. C. debt. D. equity

. D Equity. Assets a company already owns and can use to finance a new venture are known as equity. Aisha's using equity when she purchases new ovens with money she already has saved up. Dividends are sums of money paid to investors or stockholders as earnings on investments. Debt refers to taking out a loan from a bank or other lending institution. Since Aisha already has her money, she doesn't have to go into debt to buy the new ovens. Accounts receivable refers to all the money owed to the business by others.

Which of the following is a factor that prevents some private enterprise systems from being considered pure private enterprise systems: A. Lack of any government regulation C. Government quotas on production B. Partial government ownership of business D. Limited amount of government control

. D Limited amount of government control. Most private enterprise systems, such as the one that exists in the United States, are not pure private enterprise systems because there is a limited amount of government control. In this system, individuals and businesses are the primary economic decision makers, while government helps regulate and control the system. In a pure private enterprise system, there is no government control. In a socialist command system, government owns part of the means of production. In a communist command system, the government places quotas on production. There is a lack of any government regulation in a traditional economic system.

Jana has a meeting with her boss for two hours at 10:00 Monday morning and is leading a videoconference at 4:30 that afternoon. Susan, a potential investor, calls Jana early Monday morning and says that she will be flying in from Portland at 11:30 a.m. After she picks up her rental car, Susan wants to meet with Jana early Monday afternoon. Jana knows that meetings with her boss tend to last longer than expected, and that Susan will have a 45-minute drive from the airport to her office. The investor could really help the company, so Jana feels that it is important to meet with Susan. What should Jana tell this important potential investor about meeting on Monday afternoon? A. Tell Susan that Monday is a very bad day and suggest that they schedule a meeting the following week B. Suggest that they meet for lunch at 1:15 p.m. at a restaurant located between the airport and her office C. Ask Susan to meet her at her office at noon for a lunch meeting D. Advise Susan that she can meet her at the airport lounge at 3:15 p.m.

0. B Suggest that they meet for lunch at 1:15 p.m. at a restaurant located between the airport and her office. Managing your commitments in a timely manner means that you allow yourself enough time to complete important tasks. An important aspect of allowing yourself enough time to complete tasks is making sure that you "pad" your time in case unexpected situations occur that require immediate attention. In Jana's case, she has several important commitments in one day. It is important for Jana to meet with Susan because she could provide the business with needed financial support. The best way for Jana to handle the situation is to suggest they meet for lunch between the airport and Jana's office at 1:15. This way, if Jana's meeting with her boss goes a few minutes longer than expected, she still has time to arrive for her meeting with Susan on time. Susan will have a rental car, so transportation is not an issue for her. It may not be convenient for Susan to meet with Jana the following week. Because Susan arrives at 11:30 a.m. and has a 45-minute drive from the airport, she could not meet at Jana's office at noon. A late meeting at the airport will not allow Jana enough time to get back to the office to lead her videoconference at 4:30 p.m.

Hazel is organizing her company's unpaid invoices. She orders them by date, starting with the earliest unpaid invoice and ending with the most recent. Hazel is organizing the invoices A. chronologically. B. by order of importance. C. geographically. D. deductively.

1. A Chronologically. Chronological order is a way of organizing that puts information in sequence according to time. When Hazel organizes her company's invoices from the earliest date to the most recent, she is organizing them chronologically. The invoices are not organized by order of importance or geographically. Deductive organizing begins with a general recommendation or statement, then includes information that backs it up.

When setting financial goals, it is important to make sure that they are realistic and A. specific. B. general. C. conservative. D. durable.

6. A Specific. A financial goal is a short- or long-term objective that is measured in terms of money. To accomplish financial goals, they must be specific, realistic (attainable), results-oriented, and time-bound. Financial goals are not general or durable, and they do not need to be conservative.

Which of the following examples is most likely to be a violation of workers' rights: A. an employer fires someone because s/he has a disability B. Gary is always criticised by his boss for his job performance C. employers refuse to allow smoking on company property D. Paula's employer regularly searches her computer files

A An employer fires someone because s/he has a disability. Federal law prevents employers from terminating employees because of a disability. If this occurs, it is a violation of workers' rights. If Gary is always criticized by his boss for his job performance, he may be unhappy, but his rights are not necessarily being violated. Employers have the right to prohibit smoking on company property. Finally, many employers reserve the right to search employees' files on a regular basis.

Which of the following is a cost of credit? A. annual fees B. lower prices C. budget credit D. credit unions

A Annual fees. Some credit card providers require users to pay an annual fee for the privilege of using their cards. These fees vary from card to card, depending on the services supplied by the credit card company. Higher prices are a cost of credit. Budget credit is a type of credit. Credit unions are sources of credit.

Which of the following is an example of demographic data that a business is likely to examine A. customers' education levels B. monetary and fiscal policies C. interest rates D. market share

A Customers' education levels. Demographics are the physical and social characteristics of the population. Examples of demographic data include education level, income, geographic location, age, and gender. Businesses must pay close attention to trends in demographic data to identify threats and opportunities available to them. A government's monetary and fiscal policies impact money supply and government spending. Interest rates are an economic factor that businesses should pay attention to during an environmental scan. Market share is an organization's portion of the total industry sales in a specific market, not demographic data.

Ugana is interested in purchasing a computer program that can analyze existing and external business databases to help his business make strategic decisions. What should Ugana purchase? A. data-mining software B. an invoicing program C. loyalty program cards and applications D. a customer-relationship management system

A Data-mining software. Programs that analyze large amounts of data within internal and external databases to identify patterns are called data-mining software. An invoicing program creates and tracks quotes, orders, and invoices. Loyalty program cards and applications are tools used to gather data about customers. A customer-relationship management system is a database used to collect and maintain information about customer interactions.

What might happen if a company does not establish a chain of command? A. employees will not know what their responsibilities are B. employees will have higher morale and be more productive C. the workplace will have a relaxed and flexible environment D. the company's executives will have more ownership over work

A Employees will not know what their responsibilities are. A chain of command helps organizations to establish a hierarchy of roles and responsibilities so that everyone knows what to do and to whom to report. Without a chain of command, employees may not know what their responsibilities are. Employees' morale and productivity will not be higher without an established chain of command; in fact, it might lower morale and productivity. A company without a chain of command would not necessarily have a relaxed and flexible environment. Finally, a company's executives will not necessarily have more ownership over work if a chain of command is not established.

When storing sensitive personal information, such as a social security number or baking account information for future use, it is best to store it: A. in a document that is password protected B. in cloud storage for convenient access C. in a document stored on a hard drive D. in a document stored on a mobile phone

A In a document that is password-protected. Confidential information needs to be kept secure to prevent against theft or access by unauthorized individuals. Regardless of the format of storage (e.g., document, cloud, or hard drive), the data should be encrypted or password-protected. Even encrypted cloud storage can put the data at risk of loss because you are not in control of it. Data stored on a hard drive or mobile phone without encryption or a password are at greater risk of loss.

When developing a personal budget and determining net cash flow, it is important to keep a detailed record of all A. income and spending B. set monthly expenses C. income sources D. charitable contributions

A Income and spending. To determine your net cash flow and develop an accurate personal budget, you must account for all income and spending. Set monthly expenses, income, and charitable contributions impact a personal budget and net cash flow, but any one of these alone is not sufficient to create the budget and determine cash flow.

Anthony has been working for 20 years, but recently he has begun to feel like he is tagging behind his younger colleagues. What should Anthony do? A. pursue continuing education opportunities B. look for a new job C. try to find ways to outdo his colleagues D. ask for a promotion

A Pursue continuing education opportunities. Continuing education is the acquisition or improvement of work-related skills by people already in the workforce. It can help people adapt to changes in their fields and stay current with trends and technology. If Anthony feels that his younger colleagues are more adept and performing better than he is able to, he might want to seek continuing education opportunities to polish his skills. Anthony should not necessarily look for a new job because he might run into the same problems at a different workplace. Anthony's goal should not necessarily be to outdo his colleagues. Finally, asking for a promotion would not necessarily solve the problem.

Which of the following examples most likely demonstrates a violation of property and equipment policy A. Sonia uses the company's printer to print flyers for her child's fundraiser B. a company routinely searches its employees' files to monitor productivity C. an employee takes a personal call from her husband, who is in the hospital D. Jacob accidentally breaks a cabinet at the office and reports it to his manager

A Sonia uses the company's printer to print flyers for her child's fundraiser. Many companies have a policy that prohibits employees from using company property for personal tasks. Using a company printer for a non-work related fundraiser is an example of this. Companies generally give themselves permission via their policies to search employees' files to monitor productivity. Most companies would not have a policy against taking personal calls from a sick relative. Finally, while companies would not encourage accidental property damage, Jacob would not necessarily be violating policy, especially if he reports it.

A business may review its accounting information to learn A. what its sales revenues are B. the size of its competitors' debts C. how its products are being shipped D. what industry trends to expect for next year

A What its sales revenues are. A business may review its accounting information to learn what its sales revenues are. Internal accounting records will not reveal the size of competitors' debts or provide insights into industry trends. Accounting records do not typically include information about shipping.

Does marketing encourage trade between nations? A. Yes- marketers often seek out necessary resources in other countries B. Yes- marketing gives us a higher standard of living C. No- nations who are in conflict may not trade D. No- marketing only affects businesses and individual customers

A Yes; marketers often seek out necessary resources in other countries. Marketers locate areas where certain resources are abundant and influence their countries to trade for those resources to create the highest quality products. While marketing does give us a higher standard of living, this does not necessarily have an impact on international trade. It is also true that nations who are in conflict may not trade, but marketing is not the cause of this and might even help to overcome it. Finally, marketing affects more than just businesses and individual customers; it affects global economies as well.

Jean, Keisha, and Kyle want to start their own business but are concerned about the higher tax rate for corporations as well as the double taxation on corporate profits and dividends paid to stockholders. What type of business ownership should they consider? A. "S" corporation B. Partnership C. Open corporation D. Close corporation

A "S" corporation. This form of business ownership limits personal liability and offers a lower rate of taxation. Profits go directly to stockholders who pay taxes as individuals. This avoids the problem of double taxation on corporate profits. Partnerships offer lower tax rates but do not offer limited liability. Open corporations and close corporations offer limited liability but do not offer lower tax rates.

For a school project, Megan needs to calculate her net worth. Using the following information, help Megan determine her net worth. Car value = $6,000 Savings account = $250 Credit card debt = $500 Computer value = $100 A. $5,850 C. $5,650 B. -$5,850 D. $5,150

A $5,850. Subtract liabilities (credit card debt) from assets (car value, savings account, and computer value) to calculate net worth. ($6,000 + $250 + $100) - $500 = $5,850.

Which of the following is fiat money: A. A $20 bill C. Gold B. A check D. A credit card

A A $20 bill. Fiat money is money that has no intrinsic value. Instead, its value comes from government backing. Paper currency such as a $20 bill is an example of fiat money. A check is not fiat money because its value is not backed by the government. Gold has intrinsic value and is a commodity rather than fiat money. A credit card's value is also not backed by the government.

Penelope wants to use an interactive channel to communicate with her employees. Which channel of communication should she choose? A. A phone call B. A voice mail C. A letter D. A report

A A phone call. Interactive communication goes two ways. There is a back-and-forth conversation involved, like on a phone call. Voice mails, letters, and reports are considered static communication because they do not involve interaction. If Penelope wants to use an interactive channel of communication, she should call her employees. She might also consider talking to them in person.

Which of the following is an example of an informational message geared toward an external audience: A. A print advertisement C. An inventory report B. An employee handbook D. An office calendar

A A print advertisement. Informational messages involve communicating data, facts, or knowledge to a message receiver. Print advertisements communicate information about a business's products to customers or potential customers, which are external audiences. An employee handbook, an inventory report, and an office calendar are types of information provided to the business's employees, who are an internal audience.

Which of the following is a short-term goal: A. A salesperson wants to get five new clients this week. B. A student wants to earn a bachelor's degree. C. A new employee wants to become president of the company. D. A culinary student wants to open her own restaurant.

A A salesperson wants to get five new clients this week. Short-term goals are objectives that take less than a year to achieve. The salesperson plans to get five new clients this week, so this goal is short term. Long-term goals are objectives that take a year or more to reach. It would take a year or more to earn a bachelor's degree, become president of a company, or open a restaurant.

Which of the following is an action that employees can take to meet their employer's expectations of honesty: A. Accepting responsibility for mistakes B. Completing assignments on time C. Helping coworkers with problems D. Looking for better ways to do the job

A Accepting responsibility for mistakes. Employers expect their employees to have the necessary skills to do the work, but they also expect them to be honest. Being honest means not only that employees will not lie or steal, but that they will accept responsibility for their mistakes and not make excuses or blame others. Businesses respect employees who are honest and admit their mistakes because businesses realize that everyone makes mistakes from time to time. Employees who complete assignments on time are meeting their employer's expectations for dependability. Employees who help coworkers or look for better ways to do the job are exhibiting initiative.

The best way for people to obtain information about a variety of career fields and options is by A. accessing online employment services. B. joining social organizations. C. completing job applications. D. reading virtual textbooks.

A Accessing online employment services. Online employment services such as Careerbuilder.com and Monster.com provide information about a variety of careers and industries. Employment-services websites provide information about the skills and education needed to perform certain jobs as well as the pay ranges for those jobs. Many of these sites offer career planning quizzes that help individuals determine the types of careers that they may be best suited for. Joining social organizations, completing job applications, and reading virtual textbooks are not the best ways in which people obtain information about a variety of career fields and options.

It is effective to follow a step-by-step order when applying written directions to A. achieve tasks. C. read materials. B. give commands. D. take notes.

A Achieve tasks. Business employees often are expected to apply written directions to achieve tasks, such as operating a new piece of office equipment. When applying written directions, it is effective to follow a step-by-step order to be able to perform the task correctly. Most written directions are explained in a step-by-step way because they must be performed in a certain order. Employees do not apply written directions to give commands, read materials, or take notes

Operations managers must work closely with managers and employees in A. all other parts of the business. B. the marketing department only. C. competing businesses. D. foreign markets.

A All other parts of the business. Operations managers must work closely with managers and employees in all other parts of the business. This is because operations activities affect every other business function, including marketing, finance, and human resources. Depending on the business, operations managers may or may not work with managers in foreign markets. Operations managers do not work with managers at competing businesses.

What is an example of a written business inquiry? A. An email requesting vendor pricing and discounts B. A memo outlining an upcoming meeting agenda C. A form describing an employee's performance review D. A report summarizing annual financial information

A An email requesting vendor pricing and discounts. An inquiry is a request for information. Businesses often send emails requesting information from other businesses. Some requests might include product pricing, membership eligibility, or shipping dates. A performance review, meeting agenda, and financial report provide business information. The information is not an inquiry unless someone asks for something.

If a message recipient is frowning and has clenched fists, the emotional response that s/he is most likely displaying is A. anger. B. sadness. C. joy. D. nervousness.

A Anger. Nonverbal cues are the elements of communication that use gestures and facial expressions rather than words. Nonverbal behavior can indicate what the sender and/or the receiver think about a message. If the recipient responds to a message by frowning and clenching his/her fists, it is likely that the message has made the recipient angry. Message recipients might cry or cover their faces with their hands if the message contains sad news. Smiling and jumping up and down usually indicate that a message contains good news, which causes joy. Message recipients might express nervousness by tapping their toes, shaking, twitching, or biting their fingernails.

One way to effectively contribute to a group discussion when you don't know much about the topic being discussed is to A. ask questions to clarify what someone else is saying. B. bring up a different topic that you know more about. C. let the more informed group members handle the conversation. D. quickly form an opinion to share with the group.

A Ask questions to clarify what someone else is saying. If you don't know much about the topic at hand, you might feel that you have very little to contribute. But, one way to participate even if you're not an expert in the subject is to use a questioning technique to clarify what someone else is saying. You might ask a question that rephrases or builds on another person's statement. You shouldn't bring up another topic that you know more about—it's important to remember the purpose of the discussion. Although the people who know the most (or have the most experience) naturally tend to lead the conversation, that doesn't mean you should completely check out. Focus on paying attention so that you can ask clarifying questions when appropriate. You may be eager to contribute, but that doesn't mean you should voice an uninformed opinion. You might say something inaccurate, which wouldn't help the overall purpose of your conversation.

To endorse a check, the payee must sign his/her name on the A. back of the check. B. signature block of the check. C. check's memo line. D. check's "Pay to the order of" section.

A Back of the check. Endorsement involves signing the back of the check, which allows the funds to be transferred from the payer (check source) to the payee (check recipient). The payer completes the front of the check, which includes the "Signature" line and the "Pay to the order of" line, which identifies who can cash the check—usually the payee. The memo line is used to identify the purpose of the check.

Those who are in favor of socialism believe that an important advantage of a socialist command economy is A. benefit programs. C. higher profits. B. increased competition. D. lower taxes.

A Benefit programs. Socialist countries are often called welfare states because they provide so many programs for the public welfare. However, high taxes are necessary in order to provide funds for social services such as free medical care, education, and other benefits. Competition is limited since government owns or controls part of the means of production and distribution. Prices are high, but that does not mean higher profits for businesses because of the high taxes they must pay

Todd needs to develop an overall plan for his business but does not know what type of information to include in the document. Todd logs onto a search engine to quickly locate the information he needs. Which of the following search terms is most likely to provide Todd with desired search results: A. Business plan elements B. Develop planning document C. Plan components D. Business document components

A Business plan elements. To retrieve the most applicable results from an Internet search engine, a computer user should enter terms into the query field that are most likely to bring up the desired information. "Business plan elements" are words that are most likely to retrieve the information Todd needs to include in his business plan. If Todd is not satisfied with the results that his initial search returns, he could use search terms such as "business plan components" or "business plan parts." The remaining search terms are too general and would likely not provide the information Todd desires on the first few pages of the results, which would reduce Todd's efficiency in retrieving the desired information.

Which of the following would most benefit from a customer service mindset that helps reduce complaints and increase profits: A. Businesses C. Customers B. Employees D. Competitors

A Businesses. Reduced complaints, repeat business, and greater profits are normally the results of having a customer service mindset. Benefits to the employees may include promotions or raises. Benefits to the customers would include having a more satisfactory experience with the business. Competitors would not benefit from another business practicing a customer service mindset.

Recently, the number of homes for sale in a metropolitan area has increased tremendously. However, the number of potential homeowners has declined. This market condition is called a A. buyer's market. C. law of demand. B. law of supply. D. seller's market.

A Buyer's market. When a buyer's market exists, there is a large supply of a product with a small demand for it. This condition often results in lower prices. The law of supply states that the quantity of goods or services that will be offered for sale varies in direct relation to its selling price. The law of demand states that the quantity of a good or service that consumers will buy varies inversely with the price of the good or service. A seller's market exists when demand is so great that consumers will buy regardless of high prices.

Monica has $850 for a new computer. The salesperson at the electronics stores tries to get Monica to purchase a computer that costs $1,100, but Monica can't because she doesn't possess the A. buying power. B. equilibrium. C. elasticity. D. utility.

A Buying power. Buying power is the amount of money available. If consumers do not have money to spend, they cannot buy products. Because Monica only has $850, she doesn't have the necessary buying power to purchase a $1,100 computer. Equilibrium is the point at which the quantity supplied is equal to the quantity demanded. Elasticity is an indication of how changes in price will affect changes in the amounts demanded and supplied. Utility is a product's ability to satisfy a customer's wants or needs.

When Stefanie receives her credit card statement at the end of the month, she sees that she was charged for a down payment on a new car that she hadn't purchased. Which of the following is NOT something she should do: A. Call the car dealership B. File a police report C. Contact her credit card company D. Check her credit report

A Call the car dealership. It is more important for her to contact the credit agency and have them contact the dealership. She should file a police report immediately, because doing so will allow her to take legal action against the identity thief. Checking her credit report to make sure that it has not been affected is also something she should immediately do.

Owen and his lawyer have an agreement that protects the sensitive information that Owen shares. According to the agreement, Owen's attorney can't share his personal information with anyone else. This is an example of an agreement regarding A. confidentiality. C. privacy. B. security. D. transparency.

A Confidentiality. Confidentiality refers to the agreement of an individual or party not to share the sensitive information of another individual or party. Most lawyers have confidentiality agreements with their clients that protect the sensitive details of the clients' cases from being shared with others. While similar to confidentiality, privacy and security differ in important ways. Privacy is the right of an individual to keep his/her information to him/herself, while security is the protection of sensitive data or items that are housed in a database or other storage facility. Transparency refers to openness or honesty. This example best describes a confidentiality agreement.

A business that produces products for which there is a steady, predictable demand for large quantities is most likely to use which of the following production processes: A. Continuous C. Unit B. Intermittent D. Batch

A Continuous. A continuous production process is one that turns out products without stopping. The process is used by businesses that make such products as soft drinks that are in steady demand by consumers and can be held in stock as necessary. An intermittent production system is shut down from time to time for various reasons, such as a decline in demand or an oversupply of stock. A batch production process produces specific quantities of a product as needed (e.g., restaurant entrees). A unit production process focuses on producing one or a few products at a time.

Irene has always kept and filed every piece of paperwork she receives. When she needs to find a specific document for her boss, Irene wastes hours looking through her filing cabinets before she finally finds it. What should Irene do to make her filing more efficient? A. Create a system and keep only what she needs. B. Store all of her documents virtually online. C. Hire a new employee to handle her files. D. Purge her old documents, throwing everything away

A Create a system and keep only what she needs. Irene may think she's playing it safe by keeping every single piece of paperwork, but she's actually making her job much harder. When she keeps everything, it's more difficult to find the things she actually needs. This leads to frustration and wasted time. Irene should create a system to decide what she actually needs to keep and then toss all other documents. Although Irene may want to consider storing her documents virtually instead of physically, this wouldn't necessarily help her become more organized. While virtual storage wouldn't take up physical space, Irene could still waste just as much time searching through a mess of documents if she insists on saving everything. Irene doesn't need to hire a new employee to handle the filing; instead, creating a system will make Irene's files easier to use. Irene should resist purging all of her old documents—there are many things she'll need to keep, both for practical and legal reasons.

Which of the following is a user-owned, nonprofit, cooperative financial institution: A. Credit union B. Commercial bank C. Insurance company D. Savings and loan association

A Credit union. A credit union is a nonprofit financial cooperative set up to provide savings and credit services to its members, who are also the owners of the credit union. Although many credit unions are tied to a particular business or labor union, some are not affiliated with any certain entity or organization. Commercial banks, insurance companies, and savings and loan associations are not user-owned, and they typically are for-profit financial institutions. A commercial bank is a full-service bank offering a variety of banking services including checking and savings accounts, secured and unsecured loans, installment credit, and bank credit cards. While an insurance company may offer some banking services, it is likely to focus on the sale of insurance policies to individuals and businesses. A savings and loan association is a financial institution that offers savings accounts and makes loans to borrowers, most of which are for real estate purchases.

In North America, what nonverbal cue often indicates defensiveness? A. Crossed arms B. Fingernail biting C. Raised eyebrows D. Hands behind head

A Crossed arms. Individuals communicate with those around them verbally as well as nonverbally. Nonverbal cues—including facial expressions, eye contact, body language, tone of voice, and use of physical space—communicate as much (or more) than a person's words. Nonverbal cues can express emotions, attitudes, rituals, etc. In North America, crossed arms often indicate defensiveness, although individuals may also cross their arms because they are cold, frightened, or cautious. Fingernail biting is typically a sign of nervousness. People often raise their eyebrows when they are surprised or are looking at something closely. When people put their hands behind their heads, they are indicating that they are comfortable and open to ideas.

Businesses often use word-processing computer software to produce A. detailed reports, memos, and contracts. B. complex graphics, letters, and reports. C. research reports, spreadsheets, and tables. D. business plans, contracts, and spreadsheets.

A Detailed reports, memos, and contracts. Businesses use word-processing software to create a variety of business-related documents including reports, memos, contracts, business plans, letters, and tables. Spreadsheets are generated by other types of software programs (e.g., Excel) that organize, calculate, and analyze numerical information. Although many word-processing applications have basic drawing capabilities to produce simple graphics, the more complex graphic elements are generally created by special graphics and design programs (e.g., Freehand).

What is the first step in the staffing process? A. Determining need B. Hiring C. Interviewing D. Recruiting

A Determining need. Before an HR manager does anything else, s/he should determine need. S/He must figure out where the company is lacking human resources and determine if the positions are permanent, temporary, full-time, or part-time. Recruiting, interviewing, and hiring all come after determining need.

Ross supervises a team of employees, and he enforces a strict policy against tardiness, sternly criticizing his employees when they are late. However, Ross regularly comes in late to work and misses important meetings. Ross's integrity is lacking because he A. does not act in accordance with his values. C. is not honest with his staff. B. does not have any values. D. does not respect confidentiality or privacy.

A Does not act in accordance with his values. One of the most important ways to demonstrate integrity and honesty is to "practice what you preach" by acting in accordance with your values at all times. Ross's words and treatment of his employees demonstrate that he values punctuality, yet he does not follow this value in his own actions. Ross has values, but is not acting upon them. There is no indication that Ross does not respect confidentiality and privacy or that he is not honest with his staff.

When a business uses computer technology to manage its money and move it among different accounts, it is taking advantage of A. electronic transfer of funds. B. hardware. C. expert systems. D. electronic data interchange.

A Electronic transfer of funds. When a business uses computer technology to manage its money and move it among different accounts, it is taking advantage of the electronic transfer of funds. This is the same technology you use at the ATM. Hardware refers to the physical components of a computer. Expert systems are software programs that mimic the knowledge of human experts. Electronic data interchange refers to documents rather than money.

Being able to feel what another person is feeling is known as A. empathy. B. perspective. C. jealousy. D. suspicion.

A Empathy. Empathy is the ability to put yourself in another person's place and identify with their thoughts, feelings, values, attitudes, and actions. It enables an individual to listen from the speaker's point of view. Jealousy is a form of envy, and suspicion is a feeling that something is wrong. Perspective is outlook or point of view.

Which of the following is an example of a text-oriented graphic that is often used to illustrate a business process or organizational structure: A. Flowchart B. Pictograph C. Map D. Pie chart

A Flowchart. Some graphics that are used in business reports are textual (text-oriented) because their content is presented in the form of words and numbers. An example of a textual graphic is a flowchart that presents the sequence of activities in a process. A common flowchart is an organizational chart that depicts the hierarchy of positions and departments within an organization. Pictographs, maps, and pie charts are considered visual graphics rather than textual graphics. Although they may contain some words and numbers, they also contain visuals such as bars, columns, and drawings.

To be reimbursed for business expenses, Luke must obtain and complete an expense-reimbursement form, attach the original transaction receipts to the completed form, and submit the documentation to his manager for approval. What is Luke doing? A. Following company procedures B. Developing company policies C. Evaluating company feedback D. Assessing company guidelines

A Following company procedures. Policies are the general rules to be followed by company personnel. For example, a business owner may develop a policy that states the company will reimburse employees for certain business-related expenses. A procedure is the step-by-step process that personnel follow in performing a specific task. In the example, Luke was following certain steps to obtain reimbursement for out-of-pocket expenses that he incurred—obtaining and completing the appropriate form, attaching receipts, and submitting the documentation to his manager. In the example, Luke did not develop the policies, evaluate company feedback, or assess company guidelines.

One of the most effective methods of locating job leads is asking for tips from A. friends. B. retirees. C. minors. D. nonworkers.

A Friends. Letting friends and acquaintances know that you are looking for a job is one of the most effective methods of locating job leads. These people often will be willing to pass on information about new openings, resignations, and retirements they learn about. Retirees, nonworkers, and minors usually are out of the mainstream of the employment scene and would not have information concerning job leads.

Students at a local high school must now pay to participate in the sports program because the school levy failed. This situation is the result of what type of change? A. Governmental B. Personal C. Social D. Technological

A Governmental. Governmental changes are the result of new or revised laws, regulations, policies, public services, leadership, etc. This change reflects the action of the school board in response to decreases in school revenues. Social changes reflect shifts in our values, tastes, and habits. Technological changes are developments, breakthroughs, and other changes in such fields as science or engineering. Personal changes are changes concerning our bodies, minds, life styles, etc.

It is important for employees to demonstrate a customer-service mindset when they are A. handling problems. B. contacting suppliers. C. placing orders. D. preparing schedules.

A Handling problems. Problems and complaints should not be avoided but looked at as opportunities to demonstrate a customer-service mindset. Most customers will tell others about problems they have with the business, but they will also tell how quickly and satisfactorily their problems or complaints were resolved. These customers will likely return to the business, in spite of previous problems, because they know employees will resolve whatever problems arise. Employees do not need to demonstrate a customer-service mindset when placing orders, contacting suppliers, and preparing schedules because customers are not involved in these situations.

Which of the following is an example of a brand promise: A. Henderson Photography...uniquely capturing your special moments is our priority. B. Leather sofas only $499 this weekend—buy now at Fred's Furniture Warehouse. C. Low credit terms are available for qualified customers until January 2014. D. For your convenience, four Cup O' Joe locations are open in the greater metro area.

A Henderson Photography...uniquely capturing your special moments is our priority. The brand promise is a company's agreement (spoken or unspoken) with customers that it will consistently meet their expectations and deliver on its brand characteristics and values. Henderson Photography tells you exactly what you can expect every time you purchase its services—unique photos to capture special moments. Fred's Furniture is offering sale prices for a limited time. The business offering credit terms to qualified customers has also placed time restrictions on its offer and has limited the offer to some rather than all customers. Rather than a brand promise, the businesses are using promotion. Cup O' Joe's is communicating the convenience of having four locations.

The key factors involved in compounding growth are the amount of money you invest, how much your investment grows each year, and A. how long your money is invested. B. how you earn the money that you invest. C. your educational background and career. D. your mutual fund manager's education

A How long your money is invested. The most important factors to consider in compounding growth are how much money you invest, how much your investment grows each year, and how long your money is invested. Investing is using money to make money, which means that if you invest money in the stock market, for example, you are likely to make an average of 10% each year. As the years pass, your investment will grow tremendously because you will be earning interest on interest. So, it is beneficial to invest for as long as possible to earn the largest amount of compound interest as possible. How you earn the money that you invest, your educational background and career, and your mutual fund manager's education have a much smaller impact on compounding growth than time does.

Your daily personal grooming habits directly impact your personal A. hygiene. B. relaxation. C. skills. D. education.

A Hygiene. The ways in which you groom yourself daily directly impact your personal hygiene. Your personal grooming habits are not likely to directly impact your education, skills, or relaxation.

As Ben assesses his personal strengths and weaknesses, what can he do to keep from focusing too much on his weaknesses? A. Identify one strength for every weakness B. Compare himself to others C. Develop a list of false generalizations D. Ask others for critical feedback

A Identify one strength for every weakness. Although an important aspect of self-assessment is evaluating your weaknesses, obsessing over them will only discourage you. If you identify one strength for every weakness, you will have a more accurate, realistic assessment of yourself. Comparing yourself to others and making false generalizations may also hinder your ability to accurately assess yourself. Asking others for both positive and negative feedback is an important aspect of the self-assessment process, but it is counter-productive to obsess over the negative feedback.

Choosing to buy an item at the check-out counter is often an example of A. impulsive spending. B. poor use of credit. C. financial self-control. D. smart shopping.

A Impulsive spending. Choosing to buy an item at the check-out counter is a classic example of impulsive spending. Poor use of credit may or may not be involved. Choosing not to buy the item would illustrate financial control and would be a good example of smart shopping.

Max set a financial goal of saving $2,000 in the next year. On a whim, Max saw a new video game that he wanted, so instead of putting a portion of his paycheck in his savings account, he used that money to purchase the game. What barrier is preventing Max from reaching his goal? A. Impulsive spending C. Unexpected needs B. Overuse of credit D. Loss of income

A Impulsive spending. Many situations can prevent individuals from reaching their financial goals. When people lose their jobs or need to get their cars fixed, their financial goals may be temporarily sidetracked. Overusing and repaying credit cards can also affect an individual's ability to achieve his/her financial goals. An individual who must pay off credit card debt has less money available to save and invest. In Max's situation, impulsive spending derailed his financial goals. He saw something that he wanted right away, so he bought it without thinking about the consequences. It will likely take Max longer to reach his savings goal.

Which of the following is a trend in information management: A. Increased compliance laws and regulations B. Decreased competition C. Decreased number of electronic documents D. Increased number of workers in the office

A Increased compliance laws and regulations. Now, more than ever, the government is cracking down on corporate dishonesty. Companies must adhere to an increased number of compliance laws and regulations, and an appropriate information management program is a big part of that. Other trends in information management include increased competition, an increased number of electronic documents, and a decreased number of workers in the office.

Hardware, software, and databases are all components of ___________ systems. A. information B. ethics C. email D. word-of-mouth

A Information. An information system is a set of components (including hardware, software, databases, and human resources) that collects, processes, and interprets information. Word-of-mouth is promotion for a business provided by customers who tell others of their satisfaction with the business. Ethics are the basic principles that govern your behavior. This is not an email system.

When Joe finishes stocking shelves, he waits to be told what to do next. Joe's manager would like for Joe to keep himself busy. Which of the following traits would Joe's manager like for Joe to develop: A. Initiative B. Creativity C. Leadership D. Assertiveness

A Initiative. Initiative is the willingness to act without having to be told to do so, or the willingness to accept/seek additional or unpleasant duties. Developing initiative would prompt Joe to look for other work to do rather than waiting for instructions. Creativity is the ability to generate unique ideas, approaches, solutions, etc. Leadership is the ability to guide other people's activities. Assertiveness is the ability to express yourself; to communicate your point of view; and to stand up for your rights, principles, and beliefs.

A credit account in which the purchaser usually makes a down payment and signs a contract to make a series of scheduled payments and finance charges describes which of the following: A. Installment credit C. Revolving credit B. Open account D. Layaway plan

A Installment credit. Installment credit is frequently used in the purchase of big-ticket items such as furniture. An open, or regular, credit account allows credit users to buy at any time during a set period, usually 30 days. A revolving credit account limits the total amount of money that may be owed and charges interest on outstanding balances. Layaway is paying over a period of time for merchandise held by the store until the customer pays in full.

Computer programs that allow businesses to manage all types of activities, such as inventory control and finance, are known as A. integrated software application packages. B. electronic communications programs. C. interactive information display packages. D. wireless connectivity programs.

A Integrated software application packages. Integrated software application packages allow businesses to manage all types of business activities, such as inventory control, finance, tracking, invoicing, etc. For example, businesses can track the placement of an order, when the order is shipped and received, when an invoice is generated, and when payment is received. These types of computer programs are not known as electronic communications programs, interactive information display packages, or wireless connectivity programs.

What do individuals often identify when assessing their personal strengths and weaknesses? A. Interests C. Benefits B. Careers D. Risks

A Interests. Interests are the things that a person is curious about, concerned for, or involved with. When assessing their personal strengths and weaknesses, people often identify their interests because interests are strong points that might lead to appropriate occupations. For example, an individual works on the school newspaper, likes to create posters for upcoming events, and belongs to the English club. These interests are this person's strengths. After assessing personal strengths and weaknesses, individuals might select suitable careers. Assessing personal strengths and weaknesses does not involve identifying benefits or risks.

Some businesses use an automatic reorder system to maintain an adequate A. inventory of supplies. B. work environment. C. budget for expenses. D. maintenance system.

A Inventory of supplies. When businesses use an automatic reorder system, an order for additional supplies is placed when the inventory decreases to an established level. This makes it possible for a business to effectively maintain an inventory of supplies at the right level. The business does not tie up funds by purchasing too many supplies, or risk running out of supplies. Businesses do not use an automatic reorder system to maintain an adequate work environment, budget for expenses, or maintenance system.

Financial information is not useful if it does not contain understandable A. language. B. footnotes. C. investment analysis. D. recommendations.

A Language. Financial information is not useful if it does not contain understandable formatting and language. It is often not necessary for readers to understand each footnote in a financial report. People use financial information to analyze potential investments, but the information itself does not have to come in the form of an analysis. It does not have to include recommendations to be understandable.

Using a credit card is A. like getting a free loan if you pay the balance each month. B. a good way to pay for impulsive purchases. C. an inexpensive way to borrow money for an extended period. D. a privilege reserved for working adults.

A Like getting a free loan if you pay the balance each month. When you pay the balance on a credit card each month, you are getting what amounts to a free loan. A credit card is not a good way to pay for impulsive purchases—impulsive purchases are usually a bad idea no matter how you pay for them. Credit cards are not an inexpensive way to borrow money for an extended period. Nowadays, easy access to credit cards is a growing problem.

Jasmine needs to hold a staff meeting in the conference room at the same time that Jason needs the conference room to meet with a new client. The reason for conflict in this situation is A. limited resources. B. unclear boundaries. C. inconsistent behavior. D. desire for authority.

A Limited resources. Because two employees need the conference room at the same time, the conflict involves a limited resource. Conflict due to unclear boundaries involves a lack of clear understanding of what constitutes appropriate behavior. Inconsistent behavior (e.g., moodiness) can also create conflict because people do not know how to act or behave. Conflict involving a desire for authority occurs when individuals want to control or be in charge of a situation. For example, when two coworkers apply for the same management position, it can create a conflict for authority.

To handle customer complaints effectively, the first thing that employees should do is A. listen to the customers to understand their concerns. B. take the customers' problems personally. C. give the customers what they want to make them happy. D. state the business's policies to prevent misunderstandings.

A Listen to the customers to understand their concerns. The first thing an employee should do is to listen to the customer to try to determine the reason for the complaint. If employees fully understand their customers' complaints, they will be better able to solve the problem. Employees should express empathy, but they should not take customers' complaints as personal attacks against them. It is not always possible to give customers whatever they want to make them happy. In some situations, the business and the customer may need to compromise. Stating the business's policies before listening to the customers' complaints may frustrate the customers and make them angry

The manager asked a few staff members for their opinions about what color to paint the office reception area. What decision-making style did the manager use in this situation? A. Moderate input C. Autocratic B. Minimum input D. Laissez faire

A Moderate input. When the decision maker asks for some help during the decision-making process, s/he is obtaining moderate input. When the decision maker makes a decision without any help, s/he is using the minimum-input decision-making style. Autocratic and laissez faire are leadership styles. The autocratic leadership style is a dictatorial leadership style in which the leader relies on her/his positional authority within the organization to ensure that closely supervised employees do exactly as they are told to achieve required results. Laissez faire is a hands-off leadership style in which the leader assumes little or no responsibility and allows employees to determine their own work behavior and productivity level.

What do people usually take into consideration when identifying occupations that they want to pursue in life? A. Natural talent B. Personal conduct C. Mental health D. Social attitude

A Natural talent. Aptitudes are natural talents or abilities for learning specific skills. People usually consider their natural talents when identifying occupations, because their abilities are an indication of what type of work they will be able to do the best and enjoy the most. For example, a person with good hand skills who has the ability to attractively combine colors and materials might consider a career in design or visual merchandising. Mental health is a person's soundness of mind. Personal conduct is the way a person behaves. Social attitude is a person's point of view about society.

Susie is not happy with her job because her coworkers are always telling her she doesn't do her share of the work. Susie's feelings are the result of A. negative feedback. B. consideration. C. lack of skill. D. cooperation.

A Negative feedback. Negative feedback is criticism or disapproval. Susie's coworkers are expressing their criticism and disapproval of her lack of consideration and cooperation on the job. Susie's coworkers have reached negative conclusions about her behavior, but they have not said she lacks skill.

Althea just received her first paycheck at work. She's excited, but as she looks at her pay stub she gets confused. She wants to know how much money she made in this pay period, but there are so many different numbers. If Althea wants to know how much money will actually be deposited in her bank account, she should look at the A. net pay. B. gross pay. C. federal income tax. D. state tax.

A Net pay. The net pay is the amount of money Althea will actually receive after all her withholdings have been taken out. This is the money that will be deposited in her bank account. The gross pay is the amount she earns before her withholdings are taken out. Federal income tax and state tax are money that Althea owes to the government.

The employee didn't listen to the manager's explanation about how to perform a certain task because s/he had done a similar job before. Which of the following factors caused the employee not to listen effectively: A. Past experiences B. Attention span C. Age differences D. Language skills

A Past experiences. People often think they know what someone is going to say before s/he says it and as a result do not listen well. People's past experiences may influence how well they listen because they think they already know the answer or understand the explanation. Effective listeners try to block out past experiences and focus on what the speaker is saying. Age differences, attention span, and language skills are other factors that may affect how well people listen, but they do not apply to this scenario.

The disadvantage to using credit cards to pay for goods and services is that you A. pay interest on purchases. B. establish a credit rating. C. earn quarterly dividends. D. defer cash payments.

A Pay interest on purchases. Credit is the arrangement by which individuals or businesses can purchase now and pay later. Many types of businesses (e.g., banks, large retailers) offer credit cards to consumers and businesses to purchase goods and services. Usually, the credit card issuer sends the credit card holder a monthly statement. The information on the statement includes a list of the purchases made during the billing cycle and the amount owed for the purchases, which includes the interest charges. If the credit card holder pays the minimum amount due, the amount of interest owed accumulates on the balance due until the debt is paid off. Because interest rates can be high, this can be a disadvantage to the credit card holder. It is important to establish a good credit rating in order to borrow money in the future from other lenders. Therefore, establishing a credit rating is not necessarily a disadvantage. Credit card holders do not earn quarterly dividends on their credit cards. Temporary deferment of cash payment is an advantage to credit card holders.

Which of the following is an example of personal financial information: A. Pay stub C. Expense report B. Sales invoice D. Accounts payable record

A Pay stub. A pay stub is a piece of personal financial information—it shows the wages a person earned during a certain period of time. Sales invoices, expense reports, and accounts payable records are all examples of business-related financial information.

A business manager who wants to lead change in the company needs to be A. persuasive. B. emotional. C. forceful. D. conservative.

A Persuasive. Business managers who want to lead change in the company need to have certain characteristics to be effective. They should be persuasive which means they have the ability to get people to see things their way, do things their way, or agree with them. Change doesn't just happen on its own. Change leaders need the involvement and help of many different people. Effective change leaders are able to persuade the right people to go along with them and help make the change happen. A manager who wants to lead change does not need to be emotional, forceful, or conservative.

Even when things are not going well for Mark, he still believes everything will work out all right. Mark has a(n) __________ attitude. A. positive B. indifferent C. superior D. negative

A Positive. A positive attitude is an outlook that focuses on the good side of things. People with positive attitudes feel good about themselves, their jobs, and other people. They are better able to weather life's problems because they believe things will work out all right in the end. An indifferent attitude is one that expresses lack of interest. A negative attitude is an outlook that focuses on the bad side of things. A superior attitude is displayed by those who feel they are better than others.

Determine which function of marketing addresses the following question: Is the product packaged appropriately? A. Product/Service management B. Selling C. Marketing-information management D. Pricing

A Product/Service management. Product/Service management involves obtaining, developing, maintaining, and improving a product mix in response to market opportunities. Product packaging is an element of product/service management. Selling is determining consumer needs and wants through planned, personalized communication that influences purchase decisions and enhances future business opportunities. Marketing-information management is a marketing function, which involves gathering, accessing, synthesizing, evaluating, and disseminating information for use in making business decisions such as what and how much it can expect to sell. Pricing involves determining and adjusting prices to maximize return and meet customers' perceptions of value.

Insurance is a key element in lifelong financial planning that A. provides protection against financial losses. B. protects a person from unethical salespeople. C. guarantees a solid financial future. D. is available only to property owners.

A Provides protection against financial losses. Insurance is designed to protect against financial losses, whether those losses are related to property, health, or even life. Insurance does not protect a person from unethical salespeople or guarantee a solid financial future. Insurance is available to property owners and non-owners alike.

Molly works in operations. Her job is to make sure that the business has all the supplies it needs to keep production going smoothly. Molly works in the area of A. purchasing. B. financial analysis. C. marketing. D. human resources management.

A Purchasing. Molly works in purchasing, the part of operations that ensures the business will have the goods and services needed to keep production going and business running smoothly. Financial analysis refers to obtaining necessary funds and keeping accurate and complete financial records. Marketing involves everything related to fulfilling customers' product needs. Human resources management involves all the tasks and issues related to keeping the business staffed.

Property and income are not distributed equally in a private enterprise system because skilled workers usually A. receive higher salaries. B. belong to a union. C. work longer hours. D. pay higher taxes.

A Receive higher salaries. In a private enterprise system, an unequal distribution of income exists because workers with high levels of education, training, skills, and efficiency generally receive higher salaries than less qualified workers. Some people own a great deal of property while others own little or none because they do not have the money to buy it. Skilled workers may also pay higher taxes, belong to a union, or work longer hours, but those factors do not affect the distribution of property and income.

Which of the following is central to the concept of empathy: A. Respect for others B. College degree in psychology C. Friendship D. Similar occupation

A Respect for others. Genuine respect for others and their individual differences is central to the concept of empathy—the ability to put yourself in another person's place. You do not need a college degree to feel empathy. Friendship enhances empathy but is not necessary to it. The area or situation may not be work related, so a similar occupation is not necessary.

Ava doesn't agree with her classmate's opinion, but she listens carefully instead of starting an argument or insulting her. Which ethical principle is Ava illustrating? A. Respect B. Integrity C. Transparency D. Trust

A Respect. Ethical people respect other people's opinions—they don't start an argument or insult someone just because they don't agree. Showing respect means listening to others when they speak. This is not an example of integrity, transparency, or trust.

Which of the following addresses employees' right to not be bullied in the workplace: A. Right to a safe work environment B. Right to complain without retaliation C. Right to union activity D. Right to nondiscriminatory promotion practices

A Right to a safe work environment. Laws that protect employees from bullying and harassment are addressed in legislation that relates to employees' right to a safe and non-hostile work environment. The right to complain without retaliation is addressed in whistleblower laws. Employees' rights to organize and bargain collectively are protected in the Wagner Act and many other laws in the United States. Employees' right to nondiscriminatory promotion practices are protected in a variety of laws dealing with equal employment opportunities and discrimination.

A business's service orientation is its level of commitment to A. satisfying customers. B. maximizing profits. C. surpassing competitors. D. gaining respect.

A Satisfying customers. A business's service orientation is its philosophy of a certain level and quality of service. A business communicates its service orientation in many ways. For example, a business that is committed to providing excellent service will hire competent, courteous employees who are knowledgeable about the business's products. Another way a business communicates its service orientation is through its service policies. A business that is committed to providing excellent service might have liberal product return or replacement policies. When a business provides good service, it is satisfying customers and encouraging repeat sales. The reason customers return to the business is because they appreciate and respect the business's service efforts. Repeat business increases profits and often provides the business with a competitive edge over its competitors

One principle on which the marketing concept is based is that a business should be able to meet its own goals when it A. sells products at fair and reasonable prices. B. focuses on the wants/needs of the business. C. achieves maximum production. D. demonstrates social responsibility.

A Sells products at fair and reasonable prices. The marketing concept is a philosophy of conducting business based on the belief that all business activities should be aimed toward satisfying consumer wants and needs while achieving company goals. When a business sets reasonable prices, customers want to buy the products, and the company meets its goal of making a profit. Achieving maximum production and demonstrating social responsibility do not guarantee that the business will meet its goals. Focusing on the business's wants/needs is contrary to the marketing concept.

When posting to social media, business employees should understand that A. social media posts do not have the same legal protection as private conversations. B. there is no need to keep their personal and business lives separate. C. their personal messages have no effect on their employer. D. employers using social media to make employment decisions are protected by law

A Social media posts do not have the same legal protection as private conversations. Conversations that are shared publicly online are not considered private and can be used as evidence of unethical behavior or crime. It is recommended that individuals make an attempt to keep their private and business social media accounts separate, although it is nearly impossible to do so. If employees make negative or inappropriate public comments and people know where they work, their employers may be negatively affected. If companies make employment decisions based on certain personal information shared on social media (e.g., age, race, or religious affiliation), they can be accused of discrimination.

. "To form my business, I used all of my savings and borrowed from the bank, and I'm personally liable for all of the debts." This is an example of which of the following forms of business ownership: A. Sole proprietorship B. Partnership C. Corporation D. Cooperative

A Sole proprietorship. A sole proprietorship is a form of business ownership in which the business is owned by one person. Sole proprietors finance their own businesses, run them, and are personally liable for all losses. A partnership is a form of business ownership in which the business is owned by two or more persons. A corporation is owned by stockholders, and a cooperative is owned by its members.

What is the first step in developing a personal plan of action? A. State your goal(s). B. Record your progress. C. Evaluate the effectiveness of your plan. D. Develop a plan for achieving your goal.

A State your goal(s). A personal plan of action is a written planning device to help you reach a goal of your own. You cannot develop a plan of action unless you have a direction or focus goal. After a goal has been stated and a plan devised for achieving that goal, then you can record your progress and evaluate the effectiveness of your plan.

Under which of the following circumstances is a cosigner held legally responsible for paying the balance owed on a bank loan: A. The borrower defaults on the loan. B. The lender defaults on the loan. C. The borrower's interest rate increases. D. The lender's interest rate increases.

A The borrower defaults on the loan. When borrowers agree to a loan, they are making a legal contractual agreement to pay back the loan in a certain manner within a specific period of time. When the borrower does not have the collateral or credit history to obtain the loan, the lender often requests that another person cosign for the loan. A cosigner is responsible for paying the loan if the borrower defaults on it, which means the borrower does not make the scheduled payments to the lender. Changes in interest rates do not affect a cosigner's legal responsibility for paying the balance owed on a loan.

One of the advantages to a business of having a centralized purchasing structure is that A. the business can get better prices and services for quantity purchases. B. purchasing authority is shared by all departments. C. it is efficient for a business with several production facilities. D. it helps to eliminate confusion for vendors.

A The business can get better prices and services for quantity purchases. A centralized purchasing structure is a way of organizing purchasing in which responsibility and authority are held in one department and/or by a few individuals. Combining small, individual purchases into orders of significantly larger quantities is usually cost effective for the purchaser. Centralized purchasing is efficient for businesses with one location rather than several. Centralized purchasing may also be beneficial to vendors, but that is not an advantage to the business.

Who is responsible for making sure that a business is a healthy, hazard-free place to work that complies with government regulations? A. The employer B. Employees C. The government D. Local law enforcement

A The employer. It is an employer's responsibility, not the local law enforcement's duty, to be sure his/her company is a safe and healthy place to work. Employees also have a responsibility to make sure they are behaving in ways that are safe and healthy. Employers must comply with all governmental health and safety regulations.

Information that has been printed for publication is often more reliable than many Internet sources because A. the information is typically carefully checked for accuracy. B. authors have affiliations with professional organizations. C. published information is current and up to date. D. publishers do not support special interest groups.

A The information is typically carefully checked for accuracy. Most printed publications go through several rounds of editing and review to ensure they are accurate. Authors affiliated with professional organizations could have bias toward a special interest group, which can result in biased information. Published information can become quickly outdated. Publishers do sometimes support special interest groups, but they clearly indicate those associations so a researcher can determine if s/he trusts the information.

Which of the following pieces of information appears on a check: A. The payee's name B. The payer's credit account number C. The name of the payee's bank D. The payer's credit score

A The payee's name. The payee is the party to whom the check is made payable. That information, along with the date, check amount, and payer's signature, has to be filled out on checks. The payer can choose to record the purpose for which the check is being written. The check itself is imprinted with the name of the payer's bank, the payer's bank account number, the check number, and the bank's routing number. The payer's credit account number would only be needed if the payer wrote a check to his/her credit card company. The payee's bank name does not appear on a payer's check. The payer's credit score is irrelevant to check writing.

Which of the following is a disadvantage of investing in a savings account: A. The rate of return doesn't keep up with inflation. B. A minimum balance is required to keep the account active. C. You must pay a penalty for withdrawing your money early. D. There is a high potential for loss.

A The rate of return doesn't keep up with inflation. Savings accounts earn low rates of return—usually not even enough to keep up with inflation. This causes the investor's money to lose buying power. Savings accounts do not require a minimum balance or incur penalties for withdrawing money early. Savings accounts are very low-risk investments, especially since they are insured by the FDIC.

A database query allows a user to retrieve business records that contain A. the same criteria. B. different values. C. random statistics. D. dissimilar information.

A The same criteria. The query is the mechanism used to obtain the desired information from the database. The desired information involves pulling records that have the same or matching criteria. For example, a business that wants to obtain its customers' credit transactions from the state of Wisconsin for July 1, 2009 would set the query using the appropriate values for the credit, state, and date fields to pull all of the records with the desired information. Some of the other information in various database fields may differ or be dissimilar, such as the name and address of each customer. A query pulls specified information rather than random statistics.

One of the reasons that organized workers are more efficient than disorganized workers is that organized workers have A. their materials in order. B. more experience. C. better skills. D. their careers well planned.

A Their materials in order. Organized workers are more efficient than disorganized workers because they have their materials in order, they know where to find things, and they plan the use of their time. This prevents delays, reduces frustrations, and decreases the number of mistakes they make. Being organized does not guarantee that they will have better skills, more experience, or well-planned careers.

What should individuals consider when identifying occupations that are of interest to them? A. Their personalities B. Parents' occupations C. Family history D. Friends' opinions

A Their personalities. Personality is an individual's distinctive qualities or traits and behavior. Each person has a unique personality that will have an effect on the type of occupation that will be of interest to him/her. For example, people who are outgoing and friendly will be interested in different careers than those that will interest people who prefer to work alone. Individuals should consider their personality when identifying possible occupations, rather than family history, parents' occupations, or friends' opinions.

Which step in the process of maintaining a positive attitude includes "thought stopping"? A. Think positively C. Have a sense of humor B. Surround yourself with positive people D. Act positively

A Think positively. "Thought stopping" is a part of the "think positively" step in the process of maintaining a positive attitude. It is a positive-thinking technique in which you block negative thoughts and replace them with positive ones. Surrounding yourself with positive people, having a sense of humor, and acting positive are all steps in the process of maintaining a positive attitude, but they do not include "thought stopping."

Which of the following is a purpose of an exit interview: A. To gain constructive suggestions for improvement B. To gauge employee attitudes about social issues C. To negotiate compensation and benefits D. To gain further insight into the competition

A To gain constructive suggestions for improvement. Exit interviews are discussions with employees who are leaving that are designed to gain feedback for the business. Exit interviews aim to gauge employee attitudes about a company (not outside issues or competition), and gain constructive suggestions for improvement. They are not designed to negotiate compensation and benefits—this would take place with a new employee, not one who is leaving.

Why is it important to start early when planning for retirement? A. To take advantage of compounded interest B. To beat inflation rates C. To benefit from the time value of money D. To ensure that protections are in place for retirement plans

A To take advantage of compounded interest. By starting early, you give your money time to grow by earning interest on interest that is added to the principal. Starting early does not help a person beat inflation rates if the investments chosen accrue less interest than the rate of inflation. The time value of money indicates that today's dollar is worth more than that same dollar a year from now due to inflation rates. Therefore, the time value of money is not a benefit for retirement planning. Starting early will not ensure that protections are in place for retirement plans. One such protection is diversification of investments.

Which of the following adds meaning to the words a speaker uses: A. Tone of voice B. Tempo C. Accuracy D. Economy of speech

A Tone of voice. People can change the meaning of their words by changing their tone of voice. For example, the same words can be a request or a command depending upon the tone used to deliver them. Tempo is the rate of speed or rhythm the speaker uses. Economy of speech is using as few words as possible to express an idea. Accuracy refers to the correctness of the message.

A business purchases insurance to protect against the risk of burglary. This is an example of __________ the risk. A. transferring B. preventing C. retaining D. bonding

A Transferring. A risk is reduced or eliminated by transferring, or shifting, the risk factor to some other person or business. When an employee is bonded, his/her employer has purchased an insurance policy to cover possible theft or loss involving that employee. Hiring security guards is an example of preventing the risk. If the business takes no precautions, then it is retaining, or keeping, the risk.

Christie's coworkers know that she won't repeat what they tell her if they ask her not to do so. This indicates that Christie is a(n) __________ coworker. A. trustworthy B. straightforward C. tactful D. efficient

A Trustworthy. Being trustworthy means that people can rely on you to do what you say you will do. Trustworthy people will not tell anything they have been asked not to tell or pass along rumors that might not be true. An efficient person is one who performs in an effective, organized manner. A straightforward person is direct, open, and honest. A tactful person has the ability to do or say the right thing in any circumstances.

What is one thing you can do to protect yourself from becoming a victim of identity theft? A. Use unusual passwords rather than your birth date to access your bank accounts. B. Place your Social Security number or your social insurance number on all documents. C. Keep your passport with you at all times. D. Always pay with cash rather than credit cards or check.

A Use unusual passwords rather than your birth date to access your bank accounts. Identity theft occurs when somebody uses another individual's name and personal information (e.g., credit cards) for fraudulent purposes. Identity theft can occur even when you take precautions. To reduce the risk of identity theft, use unusual passwords to access your personal bank accounts rather than common information such as your birth date. To further prevent identity theft, do not place your Social Security number or social insurance number on unnecessary documents. Many people do not have passports. Paying with cash is not always a good idea because cancelled bank checks serve as a receipt for payments. If you pay your bills by sending cash, the envelope may get lost, and you have no record of making the payment. In addition, using credit cards wisely can help you build a good credit report, which will help you obtain loans for expensive items (e.g., car) in the future.

What is one of the qualities of a good telephone voice? A. Varying tone C. Monotone B. Stern control D. Decisiveness

A Varying tone. Employees who answer the telephone for a business should not speak in a monotone but vary the tone of voice to reflect their interest and enthusiasm. Their voices should project sincerity, be easy to understand, and have a friendly tone. Decisiveness and stern control might give a negative impression

Which of the following individuals is showing empathy: A. Victoria listens carefully to what others say. B. Rico likes to say exactly what he thinks. C. Bret prefers not to share his experiences. D. Nikki is a very quiet person who keeps to herself

A Victoria listens carefully to what others say. Victoria has developed empathy and shows it toward others because she listens carefully to what others say. None of the other individuals is showing empathy. Avoiding contact with others, refusing to share your own experiences, and saying what you think without regard to others' feelings are not ways to show empathy.

A mission statement primarily deals with A. what you are doing right now. B. what your original idea was. C. what you have done in the past. D. what you regret not doing in the past.

A What you are doing right now. A mission statement deals with what you are doing right now and how it is helping you achieve your personal vision. A mission statement does not reflect what you have done in the past, what your original idea was, or what you wish you had done in the past.

Which of the following is an example of processing a transaction with a debit card: A. When Naomi purchased office supplies, she presented the cashier with a card that automatically withdrew funds from her business's checking account. B. Tyler provided his card number and expiration date to the online travel agency so he could obtain his airline tickets now and receive his bill for the tickets later. C. After Ava finished her meal at an upscale restaurant, she presented the server with a card that provided Ava with a special discount off her bill. D. Jayden purchased a new video game from Great Deal Electronics using a store-issued card given to him by his grandfather.

A When Naomi purchased office supplies, she presented the cashier with a card that automatically withdrew funds from her business's checking account. A debit card is a common method of payment for goods and services. Issued by financial institutions (e.g., banks), a cardholder scans the card into a machine at the point of sale. The information is transmitted to the appropriate location, and the funds are electronically transferred from the cardholder's checking or savings account to the seller's account. Credit is the arrangement in which businesses and individuals can purchase now and pay later. Individuals and businesses can obtain the goods and services that they need right away, such as airline tickets, and then pay for the tickets when they receive their statements from their lending institutions. Some businesses offer membership or customer-loyalty cards, which provide their members or customers with product discounts. Gift cards are store-issued vouchers that a gift giver can purchase for another person to use to buy the store's products.

Which of the following statements regarding job applications is true: A. You should never include personal information that is inaccurate. B. You do not need to disclose any felonies you have been convicted of. C. It's okay to omit a previous job if you left on bad terms. D. Job applications require you to have a cosigner if you are under 18.

A You should never include personal information that is inaccurate. It is important to be completely honest and transparent when filling out job applications. Besides being unethical, lying on a job application can lead to serious consequences. If your employer finds out that you included false information on its job application, you will likely be fired—and have trouble finding jobs in the future. Most employers ask applicants to disclose whether they have been convicted of any felonies in the previous five years. It is not okay to omit any previous felony convictions, nor is it okay to omit a previous job if you left on bad terms. Job applicants that are under 18 usually need to obtain a work permit to apply for jobs. They do not typically need a cosigner on applications.

Which of the following situations includes money being used as a medium of exchange A. an individual trades a $20 bill for four $5 bills B. an individual pays $500 to purchase a laptop C. an individual places $2,000 into a savings account D. an individual takes out a $10,000 car loan

B An individual pays $500 to purchase a laptop. When money is accepted in exchange for goods such as a laptop, it is being used as a medium of exchange. When one denomination of cash is exchanged for another, it has not been exchanged for goods. Money placed into a savings account is being used as a store of value for future use. A loan represents deferred payments, not a medium of exchange.

To create organizational structure, it is important to identify the company's A. registered trademarks and patents B. basic values and future direction C. advertising and marketing strategies D. existing capital and liquid assets

B Basic values and future direction. Organizational culture refers to the values, ideals, customs, traditions, and habits of employees working together at a particular business. Trademarks, patents, advertising, and marketing strategies may reflect a company's organizational culture, but are not likely to be considered in the creation of organizational culture. Existing capital and liquid assets are unlikely to impact the creation of organizational culture.

Reiki is searching the company's extensive database for sales records of certain products to determine where, when, and how they were purchased. She hopes to find patterns that could help determine ways to increase sales. Reiki is currently using A. data cleaning B. data mining C. sales strategy D. sales techniques

B Data mining. Data mining is the process of searching through data files to detect patterns that can be used to help answer specific strategic questions. Data cleansing involves detecting, fixing, and/or removing inaccurate or incomplete data. Reiki is not using sales strategy or sales techniques; she is analyzing information to develop sales strategy and techniques.

If an investor wants to receive a guaranteed rate of return that is higher than rates offered by savings accounts and does not need access to the funds for an extended period, which of the following investments would be the best choice A. money market account B. government bonds C. certificate of deposit D. online savings accounts

B Government bonds. Since bonds offer a guaranteed rate of return if they are kept for a set period of time, they are a good choice for an investor who does not need access to the funds. Money market accounts, certificates of deposit, and online savings accounts do not offer rates of return much higher than a traditional savings account.

What type of production process would be best suited for a company that makes wool coats and socks that are not in constant demand? A. continuous B. intermittent C. unit D. routing

B Intermittent. Intermittent production occurs when production periodically stops and restarts. It is generally used for products that are not in constant demand all of the time. Wool coats and socks are an example because in many regions, they are generally only used during the colder winter months. Continuous production involves turning out products without stopping. It is used when products are in steady demand all of the time. Unit production is producing one item at a time or in small quantities. There is no indication that unit production would be used for wool coats and socks. Routing is a production activity that determines the sequence for the steps in the production process.

Any business storing customers' personal banking account information is legally required to A. share the information with its competitors B. maintain the confidentiality of the stored information C. provide the information to the government for tax purposes D. provide affiliated banks access to the information

B Maintain the confidentiality of the stored information. Businesses that store customers' personal banking information are legally required to keep the information confidential. It is illegal to provide personal bank account information with any other party without the customers' permission.

When filling out a check, which of the following is written in the "pay to the order of" area: A. Name of bank or institution cashing the check B. Name of person or business receiving the funds C. the total check amount spelled out in words D. name of bank institution holding the funds

B Name of person or business receiving the funds. The name of the person or business to be paid is listed in the "pay to the order of" area of a check, rather than the bank being used to cash it. The check amount is spelled out in words on the line below the "pay to the order of" area. The name of the bank institution holding the funds is already printed on the check.

The purpose of using quotation marks when utilizing a search engine is to A. only search for results from certain types of websites B. narrow down results to the exact phrase you want C. search within the text of a web page D. eliminate a phrase from search results

B Narrow down results to the exact phrase you want. Quotation marks tell a search engine to only find results that include that exact term. This strategy helps to narrow down results and eliminate those that do not include the exact phrase you want. Quotation marks do not tell the search engine to only search for results from certain types of websites; the search engine will provide many types of websites, as long as they include your exact search terms. To search within the text of a web page, you can use the "Ctrl+F" function rather than quotation marks. To eliminate a phrase from search results, you can use the "-" symbol instead of quotation marks.

Which of the following is a technique that companies can use to promote a work-life balance A. expect employees to reply to emails and phone calls promptly B. offer a generous amount of paid time off C. give all of the most stressful tasks to the most qualified person D. discourage telecommuting and working remotely

B Offer a generous amount of paid time off. Paid time off is an important component of a work-life balance, which allows employees to split their time and energy between work and other important aspects of life. Expecting employees to reply to emails and phone calls promptly could interfere with work-life balance because employees might feel they cannot take a break from work. Giving all of the most stressful tasks to the most qualified person might make it difficult for that person to find a work-life balance. Finally, telecommuting and remote work can be a good way to promote a work-life balance.

Which of the following business career fields would be best suited for someone who enjoys planning, organizing, and coordinating A. professional selling B. operations management C. marketing communications D. banking services

B Operations management. Operations management is a field in which employees focus on planning, organizing, coordinating, and controlling resources needed to produce goods/services. It includes activities such as scheduling, quality control, and procurement. Professional selling, marketing communications, and banking services do not involve as much focus on planning, organizing, and coordinating.

Which of the following techniques should you employ during a job interview: A. criticize your former employer to show you are serious about the new job B. use brief and polite answers to "ice breakers" questions C. bring up salary immediately to make sure the job can provide what you require D. answer only with a "yes" or "no" when possible

B Use brief and polite answers to "ice breaker" questions. Generally, at the beginning of an interview, your interviewer may ask you "ice breaker" questions, such as "How has your day been so far?" or "Did you have any trouble finding the place?" You should keep your answers polite and brief rather than complaining or answering in too much detail. These questions are not substantive and are merely a way to begin the conversation. Criticizing your former employer does not show that you are serious about the new job; rather, it may show that you do not respect your employers, and complaining will ultimately reflect poorly on you. Bringing up salary immediately is impolite and presumptuous; you should wait until the interviewer brings it up or save it for a conversation later in the process. Finally, you should not answer only with a "yes" or "no." Your answers should be brief but should include more detail than a one- word reply.

For her new job, Tasha has been asked to write a report. She has found a website with information regarding her topic. Which of the following would help her identify whether the information on this site is accurate: A. A table of contents B. A bibliography C. A professional-looking website design D. A date of modification less than one year old

B A bibliography. Citing sources verifies that a website is using accurate information in the same manner that citing sources in a written report confirms accuracy. A table of contents simply shows what is included in the site. It doesn't confirm the accuracy of the contents. A professional look to a website only confirms that the site is designed by a good designer. It does not guarantee that any of the content is accurate. While a recently updated website confirms that information is timely, it does not confirm that the information is accurate. Opinions expressed yesterday by one person are not necessarily accurate, even though they may be current.

You're giving a presentation about your company's budget, and you want to show how the budget is divided among departments. Which type of visual aid should you use? A. A line graph B. A pie chart C. A bar graph D. A table

B A pie chart. Pie charts are the best way to show how categories make up the whole. For example, a pie chart could help you illustrate how your budget is allocated to the different departments in your company. It would not be as effective to use a bar graph, a line graph, or a table to show this information.

. Which of the following is an example of a capital good: A. A hot dog purchased at the stadium B. A printing press purchased by a newspaper C. A cap and gown rented for graduation D. A shirt monogrammed with your initials

B A printing press purchased by a newspaper. Capital goods are defined as manufactured or constructed items that are used to produce goods and services. The other alternatives would all be considered consumer goods, as they were purchased and used by persons to satisfy their own wants and needs

Tony works for a large insurance company. His job is to support the company president, schedule his/her appointments, and answer his/her phone calls. Tony works in A. operations management. B. administrative services. C. marketing communications. D. human resource management.

B Administrative services. Tony is an executive or administrative assistant, someone who supports the company president, schedules his/her appointments, and answers his/her phone. Executive or administrative assistants are part of administrative services. Employees who work in operations management focus on planning, organizing, coordinating, and controlling the resources needed to produce or provide a business's goods and/or services. Marketing communications involves marketing activities that inform, remind, and/or persuade the targeted audience. This can include people working in advertising, public relations, and sales promotion. Human resource management careers focus on staffing activities, including everything from recruitment to compensation. None of these describe Tony's work in administrative services.

A new floor display in a business takes up so much space that workers bump into it when walking by. This is an example of A. a poor personal habit. B. an unsafe work area. C. horsing around. D. an electrical hazard.

B An unsafe work area. The display creates an unsafe traffic pattern in the business. No indication was given that the display uses electricity or has a problem with frayed electrical cords with exposed wires, overloaded electrical outlets, or electrical appliances that come in contact with water. Personal habits that create safety problems include carelessness, being tired, and using alcohol and drugs. Horsing around involves running, jumping, wrestling, or showing off at work.

What is important to do when giving verbal directions to make sure the audience understands? A. Maintain eye contact B. Ask questions C. Use gestures D. Explain information

B Ask questions. When giving verbal directions, it is important to regularly ask questions to make sure the audience understands the directions. Asking if listeners understand a certain word or phrase will provide feedback that indicates understanding. Many times, listeners will not admit that they do not understand, and the only way to find out is to ask questions. Maintaining eye contact, using gestures, and explaining information are techniques for giving verbal directions. However, they will not indicate if the audience understands the directions.

When you ask yourself, "What would I attempt to do if I knew I could not fail?", you are determining your A. necessary resources. B. aspirations. C. reason for existing. D. values

B Aspirations. When you ask yourself, "What would I attempt to do if I knew I could not fail?", you are determining your aspirations. Your aspirations are the biggest, most lofty dreams you can imagine. The answer to the question does not determine necessary resources, a reason for existing, or values.

Workers who enjoy close supervision and specific instructions will feel most comfortable working under a(n) __________ leader. A. republican B. authoritarian C. democratic D. laissez-faire

B Authoritarian. Authoritarian leaders give very few, if any, decision-making responsibilities to employees. Workers who prefer this style of leader would not feel comfortable with a democratic leader who exerts only moderate control, or with a laissez-faire leader who exerts little or no control. Republican is a term that describes a political party in the United States.

Entry-level positions provide employees with A. high salaries. B. basic job experience. C. few advancement opportunities. D. limited training.

B Basic job experience. Entry-level jobs provide a starting point for an individual interested in pursuing a particular career. Many fields are very competitive, and by taking an entry-level job, a worker can gain valuable experience and training. An employee who performs well in the entry-level position could advance to many other positions within the company. Most entry-level jobs do not pay high salaries.

When you know what your values are and align your behavior with them, you will A. feel conflicted in your decision-making. B. be able to set priorities and goals easily. C. find fulfillment in career but not personal life. D. never again struggle with an ethical dilemma.

B Be able to set priorities and goals easily. When you know what your values are and align your behavior with them, you will easily be able to set priorities and goals that will make you feel fulfilled, motivated, and happy. You will not necessarily feel conflicted in your decision-making. You will also not necessarily find fulfillment in your career but not your personal life. While knowing what your values are will help you with ethical situations, it will not necessarily help you avoid any struggles with ethical dilemmas.

A project is temporary, which means that it has a definite A. outcome. B. beginning and end. C. quality. D. process group.

B Beginning and end. Projects are temporary, which means that they have a definite beginning and end. Projects include outcomes, quality, and process groups, but the definition of temporary does not relate to these terms.

Which of the following is an example of a workplace emergency situation that all employees should know how to handle and report: A. Civil disorder B. Bomb threat C. Check fraud D. Identity theft

B Bomb threat. Emergency situations usually occur unexpectedly. Therefore, business employees should know how to handle and report them even if it is unlikely they will occur. An example of an emergency situation is a bomb threat. Although most businesses will never have a bomb threat, employees should know what to do to be prepared if it happens. Civil disorder usually involves widespread rioting. Not all employees handle checks or security issues such as identity theft in the workplace.

How does appropriate information management affect a business's relationship with its customers? A. Businesses earn higher profits. B. Businesses serve customers more effectively. C. Businesses lose focus on customers. D. Businesses make better financial decisions.

B Businesses serve customers more effectively. Managing information appropriately helps businesses focus on the important task of serving customers more effectively, which in turn may help lead to higher profits, although it is not a guarantee. A business's financial decisions may or may not have to do with serving customers.

If customers feel that a product's price is too high, they will probably A. call the Better Business Bureau. B. buy less of the product. C. make a formal complaint. D. try to negotiate the price.

B Buy less of the product. Likewise, if customers feel that the price is relatively low, they will buy more. Customers affect prices of products through the use of their economic votes—by deciding to buy or not to buy. Most retail prices are not negotiable or of interest to the Better Business Bureau, which tries to protect consumers from fraud. Many customers will complain about prices, but few would take the time to make a formal, written complaint.

Jeff is a college student who just obtained his first credit card. Which of the following should he NOT do: A. Pay his bill on time B. Buy more with his card than he can afford C. Think of his card as a loan D. Track his spending habits

B Buy more with his card than he can afford. If Jeff does this, he will be headed toward mounting credit card debt. He should pay his bill on time to build good credit. Thinking of his card as a loan and tracking his spending habits will keep him from overspending.

How does communicating with others help you to maintain a positive attitude? A. By providing you with support for your ideas B. By helping you to feel understood C. By allowing you to justify your opinions D. By informing you about others' achievements

B By helping you to feel understood. Sharing the good and bad of life with others helps you to understand them and to feel understood yourself. Feeling understood supports your positive attitude, while feeling misunderstood leads to a negative attitude. Others will not always support your ideas or agree with your opinions even if you can justify them. Learning about others' achievements may tend to make you feel negative if you allow yourself to be overly impressed by them.

How do service-oriented companies often improve their levels of service? A. By evaluating internal product development procedures B. By requesting input through employee and customer surveys C. By providing customers with product testimonials D. By conducting a feasibility analysis for company expansion

B By requesting input through employee and customer surveys. Service-oriented companies are generally committed to providing exceptional service levels. Service-oriented companies are always looking for ways to improve their service levels. Requesting feedback from employees and customers regarding service levels is one way businesses can evaluate and improve service. Testimonials are statements by identified users of a product proclaiming the benefits received from the use of a product. Distributing testimonials, evaluating product development procedures, and conducting a feasibility analysis are not methods that businesses generally use to improve their service levels.

The opening sentences of an effective business letter should A. be completely impersonal. B. come right to the point. C. always be formal. D. avoid specific details.

B Come right to the point. The opening paragraph of a business letter should explain the reason for writing and come right to the point. Effective business letters do not waste the reader's time by providing a lot of unnecessary information, but they immediately come to the point and capture the reader's attention. The letter does not need to be formal, but it should contain specific details and have personal appeal for the reader.

Ethical employees are responsible workers who can be counted on to A. do whatever it takes to get ahead. B. complete the tasks they start. C. copy the actions of celebrities. D. discuss personal issues with coworkers.

B Complete the tasks they start. Ethical employees are responsible workers who adhere to a standard of appropriate employee behavior. They can be counted on to complete the tasks they start. They do not do whatever it takes to get ahead, or copy the actions of celebrities if those actions are unethical. They do not discuss personal issues with coworkers on company time.

Keegan is taking a business course, but he doesn't like his instructor's style. He decides he'll go to two more classes to see if it improves, and if not, he'll switch to a different course. Keegan is showing adaptability by developing a(n) __________ plan. A. objective B. contingency C. corrective D. learning

B Contingency. A contingency plan is an alternate course of action. Keegan is being adaptable because he's willing to consider doing something in a different way. Objective, corrective, and learning are not terms that are commonly used to describe a plan for an alternate course of action.

To establish weekly work priorities, employees should consider developing a list of A. routinely performed tasks. C. short-term accomplishments. B. critical activities. D. long-term goals.

B Critical activities. Critical activities are the most important tasks to do and often need immediate attention. These tasks might involve solving a customer's problem or preparing a report for a spur-of-the-moment meeting. Listing critical activities often helps employees prioritize and plan their work, which can help them achieve their deadlines. Routine tasks, such as checking email, are performed on a regular basis and often do not require a lot of time or thought. Accomplishments are things that have been achieved. Long-term goals are objectives that will take a year or more to reach.

Information is created from A. accounting records. B. data. C. personnel files. D. technology.

B Data. Information is data (facts and figures) put into a useful form. Technology can assist in managing data, but it does not create it. Accounting records and personnel files contain information but do not create it.

One of the benefits of being adaptable is that it enables employees to A. manage their time. B. deal with change. C. take the initiative. D. avoid a conflict.

B Deal with change. Adaptability is the ability to adjust or modify attitudes and/or behavior to new situations or circumstances. Changes and new situations are common in the workplace. When employees are adaptable, they are able to deal with change and even learn from new situations. This is a benefit because employees who are not adaptable may experience stress or not be able to be productive when faced with new situations. Being adaptable does not necessarily enable employees to manage their time, take the initiative, or avoid a conflict.

You want to get straight A's and impress your teachers, so you consider cheating on tests to make sure you do well. You're facing an ethical dilemma because of your A. conflicting values. B. desire to prove yourself. C. pressure from others. D. bad role models.

B Desire to prove yourself. The desire to look good at work or at school can lead to ethical dilemmas. If, for example, you want to prove yourself at school, you may be tempted to cheat on your tests. This is not an example of being influenced by conflicting values, pressure from others, or bad role models.

What type of difficult customer may be the most trying on your patience and do the most damage to the image of your business? A. Domineering/Superior C. Suspicious B. Disagreeable D. Slow/Methodical

B Disagreeable. These customers are unpleasant and hard to help because they are argumentative, complaining, irritable, moody, insulting, impatient, and/or have a leave-me-alone attitude. If the domineering/superior customers are properly handled, they will usually convince or sell themselves. Although suspicious customers are hard to help and difficult to change, they can become your most loyal customers. The slow/methodical customer is easy to handle but requires a lot of time before making a buying decision.

What is an important consideration when selecting graphics and posting them on a business's website? A. Font size B. Download time C. Descriptive links D. Log files

B Download time. The file size of a graphic affects the amount of time that it takes to appear on the computer screen. The larger the graphic, the more time it takes to download or appear on the computer screen. If graphics are too large, computer users might exit the website because it takes too long for the graphics to appear on the web page. The font size and descriptive links relate to text elements rather than graphics. Log files are files that provide information about the activities of website visitors.

What information should be included on a résumé? A. Work experience, education, and personal interests B. Education, work experience, and contact information C. Contact information, political affiliation, and education D. Personal goals, education, and references

B Education, work experience, and contact information. Every résumé should include the job applicant's education, work experience, and contact information. References are often listed on a separate document. Personal goals, personal interests, and political affiliation are not necessary elements to include on a résumé.

Which of the following is a goal that takes priority over other activities: A. Performance goal B. Effective goal C. Learning goal D. SMART goal

B Effective goal. An effective goal is one that takes priority over other activities through wise decisions. A SMART goal is one that is specific, measurable, attainable, results oriented, and time bound. Performance and learning goals are types of goals you can work toward. Learning goals have to do with mastering a skill, whereas performance goals have to do with how well you do something or simply completing a task.

Ramona's teacher is giving directions for the midterm; but the two students sitting on either side of Ramona are whispering to each other, and it's hard for her to hear. Ramona focuses all of her attention on the teacher, so she doesn't miss anything important. Which of the following steps for following directions does this situation illustrate: A. Acknowledging directions verbally or nonverbally B. Eliminating distractions C. Reaching consensus D. Recommending alternatives

B Eliminating distractions. When Ramona focuses all her attention on the teacher's directions instead of on the students whispering around her, she is eliminating distractions. Ideally, you should receive directions in an area free of activity or noise, but that's not always possible. So, whenever you receive directions, focus your attention on what the speaker is saying. This will make it easier for you to communicate and get the directions right. In this situation, Ramona is not acknowledging directions, reaching consensus, or recommending alternatives.

Which of the following is a true statement about emotional intelligence: A. Emotional intelligence means ignoring your emotions. B. Emotional intelligence can be defined in different ways. C. Emotional intelligence means being an emotional person. D. Emotional intelligence is less important than traditional intelligence.

B Emotional intelligence can be defined in different ways. Although the concept has been defined in different ways, emotional intelligence is usually described as being aware of our own emotions, responding to them appropriately, and then doing the same with the emotions of other people. Emotional intelligence is not the same as being an emotional person. Nor, is it "managing" emotions by ignoring them. Emotional intelligence may be as important as (or more important than) traditional intelligence.

Why is it important to use the appropriate writing style when developing research reports? A. Ensures the writer's objectivity B. Enhances the writer's credibility C. Allows the writer to express creativity D. Reduces the need to edit the content

B Enhances the writer's credibility. When a writer takes the time to follow the appropriate writing style and cite sources in a preferred format, it indicates that the writer has taken care to present the facts and findings in a meaningful way. As a result, the writer often increases his/her credibility or trustworthiness with the audience. Using the appropriate writing style does not ensure the writer's objectivity, nor does it reduce the need to edit content. The primary purpose of a research report is to present facts, results, and recommendations rather than providing the writer with a creative outlet.

When a group confronts a conflict, it is a good idea to A. remain judgmental. C. compromise on some points. B. establish boundaries. D. apologize for disagreeing.

B Establish boundaries. When a group meets to confront a conflict, it is a good idea to establish boundaries (rules). Boundaries are guidelines that provide each person with an opportunity to express his/her feelings, concerns, and ideas about the disagreement in a nonjudgmental way. When people are defining the conflict resolution, they must often compromise. Apologizing is appropriate if people make meanspirited comments during the conflict resolution process.

Claire receives a lot of email messages every day. One client has sent her a message requesting some information that won't be available to Claire until next week. What can Claire do to remind herself to send the client the information when it is available? A. Forward the message to her supervisor B. Flag the message for follow-up C. Place the client's name in her address book D. Move the message to her spam folder

B Flag the message for follow-up. The follow-up function reminds the message recipient to follow up with the message at a later time. Some email programs such as Outlook provide color-coded flags so users can "flag" the message, so it stands out from other messages. When the follow-up is complete, the user can place a checkmark in the follow-up/flag field to remind him/her that s/he has completed the follow-up. The forward function allows the message recipient to send the message to another person. Sending the message to her supervisor will not help Claire to remember to follow up with the client—and her supervisor should not do Claire's work for her. Spam is junk mail. Putting the message in her spam folder and placing the client's contact information in the address book will not help Claire remember to send the requested information when it is available.

When employees demonstrate adaptability, they are able to be A. aggressive. B. flexible. C. honest. D. creative.

B Flexible. Flexibility is the ability to adapt to changes as they occur. When employees are demonstrating adaptability, they are able to be flexible and adjust to changing conditions. When employees demonstrate adaptability, they are not necessarily being aggressive, honest, or creative.

Offering to provide additional information after a job interview is often the function of a(n) A. telephone call. B. follow-up letter. C. handwritten note. D. email question.

B Follow-up letter. After a job interview, it is important to send a follow-up letter to the interviewer. The letter thanks the interviewer for his/her time and reinforces the applicant's interest in the position. Also, a function of a follow-up letter is to offer to provide additional information. In some situations, an interviewer may decide that more information is necessary to make a hiring decision and will contact the applicants who have indicated that they are willing to provide that information. It is more appropriate to send a follow-up letter than to place a telephone call after a job interview. The job applicant should not send a handwritten note. Email letters are becoming more common after job interviews, but they do not ask questions, which would require the interviewer to respond.

When operating machinery in the workplace, employees can reduce the risk of injury to themselves and damage to the machinery by A. reading the appropriate promotional materials. B. following the manufacturer's operating instructions. C. performing maintenance activities themselves. D. requesting a trained supervisor to operate the machinery.

B Following the manufacturer's operating instructions. Machinery can be dangerous to operate, so businesses should make sure that the employees who operate the machinery receive training according to the manufacturer's instructions. In some situations, the manufacturer will provide the training. Reading promotional materials will not provide employees with adequate training to operate complex machinery. Unless they are properly trained, employees should not perform maintenance activities on machinery. If the machinery is not handled appropriately, employees could be seriously injured and the machinery could be damaged. If some of the employees' responsibilities are to operate the machinery, then the supervisors' jobs should ensure that employees operate the machinery properly, rather than operate it themselves.

Ashley is helping Laia make soup. Ashley says, "Chop up your carrots. But first, find your cutting board. And before that, make sure you have all your ingredients." What mistake is Ashley making in giving directions? A. Giving directions that are too challenging B. Giving directions out of order C. Using too many big words D. Using too much negative language

B Giving directions out of order. Directions should be given in the order that tasks should be completed. By giving directions out of order, Ashley risks confusing Laia or causing her to forget some of the directions. Ashley's directions are not challenging, and she isn't using big words. Ashley isn't using negative language.

If William wants to determine the dollar amount that he has earned before taxes and other deductions for the pay period, he should look at the __________ on his paycheck stub. A. net pay B. gross wages C. year-to-date gross earnings D. year-to-date net income

B Gross wages. Gross wages are the total income earned for the pay period before income taxes and other deductions are subtracted from the wages. Net pay is the amount of money that the worker receives after the taxes and other deductions have been subtracted from his/her wages. Year-to-date gross earnings are an employee's total gross pay from the beginning of the calendar year to a specific pay period. Yearto-date net income or net pay is an employee's total net pay from the beginning of the calendar year to a specific pay period.

Jasmine owns a boutique on a busy street. Although her shop is small, it gets a lot of foot traffic, and she has many customers. Which of the following security procedures should Jasmine follow: A. Keep a large amount of cash in her cash register at all times. B. Have another person present when she opens up in the morning. C. Avoid making eye contact with customers who walk into the store. D. Keep the lighting dim to create an upscale mood.

B Have another person present when she opens up in the morning. It's a smart idea for Jasmine to have another person present when she opens up for business in the morning. Two people are better able to check for security breaches. Jasmine should not keep a large amount of cash in the cash register. She should make eye contact with customers who walk into the store; this lets customers know that she recognizes them. The lighting should be bright so that she can see all customers clearly.

Anna's boss frequently demanded that she work late, even though she would not be paid for her overtime hours. Because of this, Anna lost respect for her boss and decided to look for a new job. This example demonstrates A. how fairness has little impact on decision-making. B. how fairness is important to professional relationships. C. how the justice approach to fairness is limited. D. how a lack of empathy undermines equality.

B How fairness is important to professional relationships. Treating others with fairness is essential for forming positive professional relationships. When you treat someone fairly, your relationship with that person is equal and balanced. One person is not taking advantage of the other or getting more out of the relationship than the other. In this case, Anna's boss did not treat her fairly, so they did not develop a relationship of respect and trust. Therefore, Anna looked for a different job. This example does not demonstrate how fairness has little impact on decision-making, how the justice approach to fairness is limited, or how a lack of empathy undermines equality.

Tuition reimbursement is a way to combat the problem of limited A. natural resources. B. human resources. C. capital goods. D. consumer goods.

B Human resources. Tuition reimbursement attracts people to certain jobs over others when there is a labor shortage. Natural resources are items found in nature used to make goods and services. Capital goods are manufactured items used to make other goods and services. Consumer goods are those that are produced for personal use.

What is the first step you should take when resolving an ethical dilemma? A. Figure out who's affected. C. Consider all your potential actions. B. Identify the dilemma. D. Reflect on the outcome.

B Identify the dilemma. It's important to identify the dilemma first, since you can't resolve the dilemma if you don't know what it is. Dilemmas are not always obvious, and you must be aware of them even when they might not be huge or immediately noticeable. Considering all your potential actions, identifying the dilemma, and reflecting on the outcome are steps that come later in the process.

Which of the following computer functions enables a computer user to bring the text and the graphics from documents and spreadsheets created in other software programs into a presentation software program: A. Caption B. Import C. Style D. Draw

B Import. The import function enables the computer user to copy or download graphics from other locations (e.g., other software programs and websites) to slides in a presentation software program. The drawing function enables the computer user to draw illustrations in a desktop publishing program. The style function enables computer users to format documents in a particular way. The caption function enables computer users to add text or a numerical label to identify or explain a graphic within a document

What action can individuals take to reduce the cost of their health insurance coverage? A. Make quarterly payments to the carrier B. Increase the amount of their deductible C. Increase the amount of their liability coverage D. Enroll in the carrier's disability coverage

B Increase the amount of their deductible. By increasing the amount of their deductible, people accept more risk, thereby reducing the carrier's risk. This results in reduced monthly premiums for individuals. However, if the person uses health care services, s/he would have more out-of-pocket expenses than with a lower deductible. Making quarterly payments will not impact the cost of insurance coverage. Increasing the amount of liability coverage would increase a person's insurance costs; however, liability coverage is not an aspect of health insurance coverage. Enrolling in the carrier's disability coverage would increase a person's monthly costs.

Which activities are likely to increase a firm's profit? A. Increasing supplies and decreasing production B. Increasing sales and decreasing expenses C. Decreasing sales and increasing expenses D. Decreasing supplies and increasing production

B Increasing sales and decreasing expenses. Increasing sales and decreasing expenses are two activities likely to increase a firm's profit. Supplies are materials needed to produce a product—not an activity for increasing profit. Production is the process of producing the product. Increasing production may help to increase profit, but only if sales of the product increase.

A business advertised new-product financing with a 10% down payment and a low interest rate with monthly payments spread over four years. What type of loan was the business offering? A. Single payment loan B. Installment loan C. Cash payment D. Revolving credit loan

B Installment loan. Loans that must be paid back in regular installments over a certain amount of time at a specified rate of interest are installment loans. They are frequently used to purchase costly items, such as automobiles, furniture, and appliances. Single payment loans are loans that must be paid off in a lump sum at a designated time in the future, possibly three months. Revolving credit loans are loans that are repaid on a regular basis in at least the minimum required amount. Cash payments are made for the full amount at the time of purchase.

Why is production important to businesses? A. It eliminates competition. B. It creates goods and services businesses can sell. C. It enables businesses to charge high prices. D. It informs businesses about consumers' needs and wants.

B It creates goods and services businesses can sell. Production is important to businesses because without production, businesses would have nothing to sell. All businesses must have products to sell to remain in business. Production does not eliminate competition. Businesses must control production costs so that they do not have to charge higher prices than competitors. Marketing research, not production, informs businesses about consumers' wants and needs.

Developing a personal budget is an effective way to A. pay bills. C. calculate assets. B. manage money. D. increase debt.

B Manage money. A budget is an estimate of what income and expenses will be for a specific time period. By developing a budget, individuals can manage their money. The budget will enable them to estimate income, perhaps for the next month, and also estimate the various expenses such as car payment, clothing, entertainment, etc. Then, they will be able to compare income with expenses and plan how to spend their money. Preparing a budget will make it possible to determine if they are barely able to pay bills each month or if there are funds remaining to put in a savings account. If funds are tight, they can analyze the various expenses and find ways to cut back in order to more effectively manage their money. Developing a budget allows individuals to identify the bills that must be paid; however, a budget does not pay bills. A budget does not include a list of assets. Budgeting often helps individuals decrease debt by managing money more effectively.

During a meeting, Kevin provided an idea for cutting departmental costs by 20 percent. Which action would indicate that Kevin's supervisor liked his idea? A. Rolling his/her eyes while sarcastically stating, "Great idea, Kevin" B. Nodding, smiling, and writing down the idea C. Making eye contact, frowning, and crossing his/her arms D. Cutting Kevin off while he's speaking and asking for more ideas

B Nodding, smiling, and writing down the idea. By nodding, smiling, and writing down Kevin's idea, Kevin's supervisor would indicate that he/she likes what Kevin said. The supervisor could also indicate his/her support of Kevin's idea by asking follow-up questions, maintaining eye contact with Kevin, and enthusiastically telling Kevin that he has provided a great idea. Sarcasm, frowning, crossing arms, and cutting off the speaker are rude and unsupportive actions.

Carmen had an accuracy rating of 91 percent last year. This year, she won't be satisfied unless her accuracy rating is at least 92 percent or higher. Which behavior of an achievement-oriented person does this illustrate? A. Taking moderate risks B. Not being satisfied with current performance C. Demonstrating leadership D. Desiring feedback

B Not being satisfied with current performance. Carmen is not satisfied with her current performance. She won't be happy unless she can achieve an improvement on her accuracy rating next year. In this scenario, Carmen is not taking a moderate risk, demonstrating leadership, or desiring feedback.

To use various software programs, a computer must have a(n) A. Internet connection. B. operating system. C. search-engine mechanism. D. task toolbar.

B Operating system. The operating system consists of the basic components (i.e., central processing unit, hard drive, modem, keyboard, display screens) needed to run all of a computer's applications and programs. Without the operating system intact, computer users cannot connect to the Internet, conduct a query through an Internet search-engine, or use a software program's task toolbar.

Emma's teacher is giving directions for an essay test in class. Emma should A. avoid looking her teacher in the eye while directions are being given. B. pay close attention to the teacher while directions are being given. C. interrupt her teacher whenever she has a question. D. get a head start on her test while the teacher is giving directions.

B Pay close attention to the teacher while directions are being given. It's important to listen carefully while directions are being given. Emma should not avoid eye contact with her teacher. Eye contact lets the speaker know that you are paying attention. Emma should try not to interrupt her teacher while she is speaking. Instead, she should wait until all directions have been given and then ask for clarification if she needs it. Instead of getting a head start, Emma should listen to all directions before starting.

It is important for effective leaders to be positive role models because A. most people tend to take unnecessary risks. B. people often imitate the behavior of their leaders. C. most people do not want to assume responsibility for their actions. D. people do not want to learn from their own mistakes.

B People often imitate the behavior of their leaders. A role model is a person whose behavior is imitated by others. A person often selects a role model to imitate because s/he sees qualities in the role model that s/he would like to develop in him/herself, such as persistence, empathy, reliability, or even athletic skill. People select role models for a variety of reasons, but it cannot be assumed that it's because most people take unnecessary risks, do not want to accept responsibility for their own actions, or do not want to learn from their own mistakes.D The resources that you will need. Vision is the future you desire to create and involves making positive changes to make it happen, which requires determination and hard work. A vision for the future begins with a general or broad view of a desired outcome, such as helping sick children or ending world hunger. Once you determine your vision, you must figure out what resources you will need to carry out the vision, such as money (financial considerations), training (education and skills), and volunteers (human resources). Personal financial goals may not affect how you carry out your vision. Volunteers give their time freely, so they are not hired (paid) employees. A mission statement is a brief summary of what a business owner wants a business to be doing. Mission statements often change over time, but vision statements remain the same

One way that businesses can protect the privacy of their customers is to limit the number of employees who have access to the customers' A. purchasing histories. B. personal information. C. identification codes. D. telephone numbers.

B Personal information. Many businesses gather personal information about their customers that they store in a database. This might include information about a customer's credit rating, financial status, education, etc. Such information should be available only to employees who need to know it in order to do their jobs. Businesses should limit the number of employees who have access to customers' personal information in order to protect the privacy of their customers and prevent unauthorized persons from obtaining and using this information. A customer's telephone number, purchasing history, and identification code are types of routine business information that usually are not considered to be private.

The advantage of using electronic devices such as smartphones and laptops to manage business activities and schedules is that they are A. inexpensive. B. portable. C. indestructible. D. responsible.

B Portable. Smartphones and laptops have many useful applications including wireless telephone and Internet access, GPS functions, and digital camera capabilities. Businesspeople can use the portable devices to conduct many business activities while they are away from their offices, such as checking and answering email; making and retrieving telephone calls; verifying inventory availability; placing orders for customers; scheduling meetings, etc. The advantage to these devices is that they are small and portable—they can be taken virtually anywhere. The devices and the fees to use their applications can be expensive, depending on the service plan the user purchases. Smartphones and laptops are not indestructible and may break if they are misused. People, rather than technical devices, are responsible.

To evaluate an Internet source, what aspect would you consider when assessing whether its information is clearly laid out so that it is easy to read? A. Relevance B. Presentation C. Objectivity D. Timeliness

B Presentation. Presentation is the way in which the information is communicated. It addresses such factors as clarity of language used, sufficiency of font size, clarity of layout, effectiveness of colors, usefulness of graphics or photos, clarity of audio or video (if included), and helpfulness of any animation used. Presentation is particularly important on the Web since so much time is spent reading online. Relevance deals with whether the information pertains to the topic being researched. Objectivity deals with presenting unbiased information. Timeliness deals with how up to date the information is; however, the importance of timeliness will vary from topic to topic.

Which of the following is a category of innovation: A. Psychological C. Piloting B. Product D. Physical

B Product. Product innovation occurs when a business either creates or improves a product. Other types of innovation include process, positioning, and paradigm. Psychological, piloting, and physical are not types of innovation.

The most flexible document within a project plan is the A. risk-management plan. B. project schedule. C. project scope. D. quality-management plan.

B Project schedule. The most flexible document within a project plan is the project schedule. This is because deadlines within the project may be pushed forward or backward as priorities shift. It's still important to have a tentative schedule in place, however. The risk-management plan, the project scope, and the quality-management plan are not as changeable as the project schedule.

. Special events, demonstrations, contests, and coupons are activities that are controlled by a business's __________ policies. A. employee B. promotional C. service D. product

B Promotional. Businesses develop promotional policies to govern such activities as contests, coupons, prizes, and special events intended to attract customers and to increase sales. Product policies involve the kinds of products that businesses decide to offer for sale. Employee policies explain how employees are to act and how they are to deal with customers. Service policies involve special features, such as repairs and delivery, that businesses offer to encourage customers to choose the business rather than another.

When providing legitimate responses to inquiries, it is usually best to begin by A. giving a standard response. C. making assumptions. B. providing an appropriate answer. D. being sympathetic

B Providing an appropriate answer. Businesses receive inquiries on a regular basis. The inquiries might come from customers, suppliers, or business associates. The purpose of an inquiry usually is to ask a question. Therefore, when providing responses to inquiries, it is usually best to begin by providing an appropriate answer. Many inquiries are routine questions; therefore, it usually is not necessary to be sympathetic. Making assumptions and providing a standard response may not answer the questions asked.

A guideline for effective, written business communication is to write clear, direct letters that immediately explain to the reader the A. purpose of the company. B. purpose of the message. C. company's goals. D. company's structure.

B Purpose of the message. Effective written communications immediately explain the reason for the message. Readers may not take the time to read lengthy messages in search of their purpose. Businesspeople should explain the purpose quickly and in concise terms in order to make sure that the receiver will read the letter. The company's structure, goals, and purpose would not be explained immediately unless they were the purpose of the letter.

One of the safest and most responsible ways to determine whether an expensive item you're interested in is worth the money is by A. buying the item to see for yourself. C. contacting the company. B. reading verified customer reviews. D. searching for other advertisements.

B Reading verified customer reviews. Customer reviews can be an excellent tool for determining whether to purchase a product or not. Reviews are often much more realistic and honest than product advertisements, since they are from unbiased sources. It would be unwise to purchase a product without reading customer reviews. Reading reviews can save you from being dissatisfied with your purchase, and can help you understand what to expect from a certain product or service. Contacting the company or viewing other ads will not necessarily help you determine whether information is reliable, since all information from a company is inherently biased.

A store's written policy concerning returns states that "Refunds will be issued when a receipt is presented; other returns will be given store credit." Mrs. Garcia, a regular customer, returns a product without a receipt, complains about the store's return policy, and is given a full refund even though she doesn't have a receipt. Another customer overhears the conversation and asks for a refund without a receipt, but the store denies that request. How would enforcing the return policy have a positive impact on the business? A. Ensure fair treatment of employees B. Reduce misunderstanding and ill will C. Eliminate consistent behavior D. Guide customers' actions and protect their decisions

B Reduce misunderstanding and ill will. Clear business policies that are consistently enforced reduce misunderstandings that often cause bad feelings. In this case, the second customer may resent being treated differently than Mrs. Garcia and decide to shop elsewhere. Business policies are used to guide employee actions, not customer actions. Business policies are intended to ensure that all customers are treated the same. Business policies are intended to provide fair and consistent treatment of customers.

Writing a follow-up letter after a job interview allows a job applicant the opportunity to A. provide references and recommendations. B. restate his/her interest in the position. C. explain her/his training and experience. D. describe personal strengths and weaknesses.

B Restate his/her interest in the position. A follow-up letter allows a job applicant the opportunity to thank the interviewer for a job interview. It also allows the job applicant to restate his/her interest in the job and reinforce the ways in which s/he can benefit the company if hired. The applicant describes specific training and experience in a résumé, which may also include the applicant's references. The applicant is usually asked about personal strengths and weaknesses during the interview.

Selling goods and services to customers in their homes is an example of A. wholesaling. B. retailing. C. discounting. D. producing.

B Retailing. Whenever a sale of goods or services to the ultimate consumer takes place, retailing has occurred. Retailing can take place anywhere —in a store, over the phone, by mail, on the street corner, in a customer's home, etc. Discounting is reducing the price of a good or service. Wholesaling is the process of buying goods from producers and selling them to retailers. Producing is the process of making goods and services.

Information that a business keeps in its accounting records includes its A. goods and services. B. revenues and expenses. C. trends and forecasts. D. market share and profit.

B Revenues and expenses. Accounting is the process of keeping and interpreting financial records. Information that a business keeps and tracks in its accounting records includes its revenues and its expenses. Revenues refer to income or money that flows into the business from activities such as sales. The business also keeps track of its expenses in its accounting records. Expenses are the monies the business owes to others (e.g., vendors) and flows out of the business. By keeping records of revenue and expenses, the business can evaluate its profits—the amount of money left over after all the expenses are paid. Products (goods and services), trends, forecasts, and market share are types of marketing information.

Which of the following is one of the basics of goal setting: A. Wishing for your goal B. Reviewing and updating your goal C. Sharing your goal with others D. Defending your goal

B Reviewing and updating your goal. The basics of goal setting include choosing your goal, writing your goal down, breaking your goal down, visualizing your goal, and reviewing and updating your goal. Along the way, you may wish to achieve your goal, share it with others, or even defend it from criticism, but none of these is a basic of goal setting.

Which of the following is an example of a business applying information to accomplish a task: A. Conducting research on consumer preferences B. Reviewing data on trends to develop new products C. Developing questionnaires for local surveys D. Examining promotional activities of competitors

B Reviewing data on trends to develop new products. Simply obtaining information is not useful unless the business applies the information to accomplish a task. Reviewing data on trends for the purpose of developing new products is an example of applying information. The data give the business an idea of what type of new product customers might want and need. Then, the business develops a product based on the information. Conducting research, developing questionnaires, and examining promotional activities are methods of obtaining information. However, they do not involve applying the information to accomplish a task.

For budgeting purposes, which of the following would be considered a long-term financial goal: A. Buying a used car B. Saving for retirement C. Saving for an annual vacation D. Creating an emergency fund

B Saving for retirement. Long-term goals, such as saving for retirement, take longer than a couple of years to achieve. Buying a used car, saving for an annual vacation, and creating an emergency fund should all take less than two years and are known as short-term financial goals.

Which of the following is NOT a concept related to the time value of money: A. Opportunity cost B. Scarcity C. Interest rates D. Future value

B Scarcity. Scarcity of resources has little to do with the time value of money. It's relevant to a discussion of pricing or economic resources. The time value of money is a measure of its opportunity cost, or what the spender is foregoing by spending now instead of saving. Interest rates are a measure of that opportunity cost. Future value is the value of money at some future point.

When you know your own emotions, you are demonstrating A. self-control. B. self-awareness. C. social relationships. D. social restraint.

B Self-awareness. Emotional intelligence is the ability to recognize and manage emotions in ourselves and in others. To recognize your own emotions, you must be aware of what you are feeling at that particular time. For example, imagine that a friend says something that offends you. You may begin to frown, feel your face turning red, or feel your shoulders getting tense. When you notice these physical reactions, you know your feelings are changing at that particular time. Therefore, you are aware of your emotions. Selfcontrol means that you know that you don't need to respond in a way that your emotions are telling you, such as saying something rude in retaliation. When you recognize and manage your own emotions, you have the capability to identify tactics that will help you respond appropriately in social situations.

Workers should demonstrate honest behavior on and off the job because they will A. be more likely to receive promotions. B. show that they can be trusted. C. probably earn more money. D. be less likely to have problems.

B Show that they can be trusted. Honesty and integrity are personality traits that others respect. An honest worker usually gains the respect and trust of coworkers and of customers. Honest behavior does not guarantee higher wages, promotions, or freedom from problems.

Expressing empathy and being willing to help others are the aspects of emotional intelligence that relate to A. self-management. B. social awareness. C. relationship management. D. self-awareness.

B Social awareness. Social awareness, self-awareness, self-management, and relationship management are the four primary areas of emotional intelligence. The aspect of emotional intelligence in which you know and understand the emotions of others is called social awareness. Being socially aware involves the ability to "step into another person's shoes" (expressing empathy) and being willing to help or serve others. It also involves the ability to see the bigger picture, which is organizational awareness. Selfawareness refers to knowing your own emotions. Self-management is the ability to manage your own emotions. Relationship management is the ability to manage the emotions of others.

It is appropriate to use slang during conversation when you are A. meeting with a new customer. B. socializing with close friends. C. interviewing for a job. D. being introduced to a new coworker.

B Socializing with close friends. Casual communication is generally used with family and friends and may include the use of slang. Slang is informal language mutually understood within a group. For example, you might refer to your friends as your "buds" (buddies) when speaking with your family. However, people outside your family and circle of friends may not understand what "bud" means. They might associate the word "bud" with a rose (bud) or leaf (bud). Formal communication is appropriate when meeting with a new customer, when interviewing for a job, or when you are being introduced to a new coworker. Formal communication involves using proper grammar and a respectful tone.

A change in local conditions and government intervention are examples of __________ business risks. A. avoidable B. speculative C. pure D. unprofitable

B Speculative. Speculative risks are those that may result in a loss, no change, or a gain. A change in local conditions and government intervention could result in a loss, a gain, or no change. A pure risk is one that carries the possibility of loss or no loss. These examples are not always avoidable or unprofitable.

A common type of injury that can result from improper lifting is a A. fall. B. strain. C. shock. D. wound.

B Strain. Back muscles can be strained by improper lifting of heavy or bulky objects. This kind of injury often takes a while to heal and in some cases never heals completely. Shock is caused by a traumatic occurrence or contact with electric current. A wound is an injury of any kind. A fall occurs when someone trips while walking or falls from an elevated location to the ground.

When Jake pays his bills, he must write a check or provide his credit card number on the bills, which he then places in envelopes to mail. To protect himself from identity theft, he should A. put the envelopes in his mailbox for pick up. B. take the envelopes to the post office. C. make sure that he includes his address on the envelope. D. verify that his billing information is correct.

B Take the envelopes to the post office. People tend to associate identity theft with computer hacking; however, thieves often use very simple methods to steal others' personal and financial information. One of the easiest ways to steal confidential or personal information is by simply taking a person's outgoing mail from his/her mailbox. Bills submitted to payees via "snail" mail might include checks that have bank account numbers printed on them as well as payment vouchers in which individuals include their credit card information. To reduce the risk associated with this type of theft, individuals should take their outgoing bills directly to the post office. Jake should make sure that he includes a return address on the envelope in case there is a problem with delivery and should verify that he has provided the correct billing information to ensure prompt payment; however, these actions do not reduce risks associated with identity theft.

Putting $100 in a savings account today and earning 4% interest over the next year illustrates the concept of A. principal modification. B. the time value of money. C. opportunity cost. D. inflationary impact.

B The time value of money. The term "time value of money" refers to the increase of an amount of money as a result of interest or dividends earned. A basic illustration of the time value of money is money and the interest it earns in a savings account. Principal is the deposited amount, which is not modified. Opportunity cost is what you have to give up when you make a choice. In this case, the opportunity cost of depositing $100 is spending it on something else. Inflation has a negative impact on the time value of money.

Why is it important to avoid considering prejudice and bias when judging others? A. To improve negotiation B. To be fair and equitable C. To be persuasive D. To communicate effectively

B To be fair and equitable. Prejudice and bias are roadblocks that get in the way of judging others fairly and equitably. Prejudice and bias involve having opinions or making judgments based on feelings or hearsay, rather than on fact. To be fair and equitable, it is important to judge others on the basis of fact. Avoiding prejudice and bias when judging others does not necessarily improve negotiation, enable one to be persuasive, or make it possible to communicate effectively.

Which of the following is the primary purpose of word-processing software programs: A. To arrange numerical data B. To create text documents C. To maintain tables of data D. To store business records

B To create text documents. The primary purpose of word-processing software programs is to create text documents, although some have limited graphic capabilities. Businesses use word-processing software programs to write letters, memos, reports, business plans, sales contracts, etc. There are many different word-processing software programs available that enable businesses to create, edit, and store important text documents. Although many word-processing programs allow users to develop tables and include numerical data, these functions are not the primary purpose of word-processing software programs. Spreadsheet software programs are used to organize numerical information. Database software programs are used to maintain various types and tables of data, such as important business records.

What is the main purpose of writing a follow-up letter after a job interview? A. To send a reference list B. To thank the interviewer C. To ask for the job D. To forward a résumé

B To thank the interviewer. The main reason for writing a follow-up letter is to thank the interviewer for his/her time. It also gives applicants the opportunity to keep their names in the interviewer's mind and to reinforce their interest in the job. Applicants provide copies of their résumés before the interview. The résumé or job application should contain the names of references. The follow-up letter should reinforce an applicant's interest in the job without actually asking for it.

Elizabeth has many ways of interacting with her favorite store. She can visit it in person and speak to an employee, check out the store's website online, receive one of its email newsletters, or look at its Facebook page. The ways Elizabeth interacts with the store are A. contact spots. B. touch points. C. brand interactions. D. customer exchanges.

B Touch points. A touch point is the point of contact between a business and its customers. Anytime a customer and business interact, whether in person or not, it's a chance for the business to reinforce its brand. A company's website, its newsletters, and its Facebook page are all touch points. Contact spots, brand interactions, and customer exchanges are not terms commonly used to refer to touch points.

A company consistently fulfills its brand promise by using A. external publicity. B. touchpoints. C. product-line extensions. D. tangible services.

B Touchpoints. A brand promise is a company's agreement, spoken or unspoken, with customers that it will consistently meet their expectations and deliver on its brand characteristics and values. Touchpoints are all of the opportunities that a company has to connect with its customers and reinforce its brand value. Touchpoints may include the company's employees, product attributes and packaging, and technological systems. A company uses various touchpoints to create these experiences for its customers to fulfill its brand promise. By fulfilling its brand promise, the company is more likely to develop loyal customer relationships and repeat business. Companies cannot always control the publicity that they receive from external sources. A product-line extension occurs when the company adds a new product to the existing product line. Services are intangible touchpoints.

A company consistently fulfills its brand promise by using A. external publicity. C. product-line extensions. B. touchpoints. D. tangible services.

B Touchpoints. A brand promise is a company's agreement, spoken or unspoken, with customers that it will consistently meet their expectations and deliver on its brand characteristics and values. Touchpoints are all of the opportunities that a company has to connect with its customers and reinforce its brand value. Touchpoints may include the company's employees, product attributes and packaging, and technological systems. A company uses various touchpoints to create these experiences for its customers to fulfill its brand promise. By fulfilling its brand promise, the company is more likely to develop loyal customer relationships and repeat business. Companies cannot always control the publicity that they receive from external sources. A product-line extension occurs when the company adds a new product to the existing product line. Services are intangible touchpoints.

A customer is looking at an expensive product, but Vaughn knows that the product won't actually meet the customer's needs. Instead, he suggests a less expensive model that will be a better fit. Vaughn is building trust in his relationship with the customer by demonstrating A. dependability. C. consistency. B. transparency. D. loyalty.

B Transparency. Transparency means being truthful when you communicate. This means being honest about the positives and negatives of a product. Vaughn demonstrates transparency by being truthful to the customer, even though that means making a smaller sale. If he exaggerated or hid the truth, the customer would likely not trust him. Dependability, consistency, and loyalty are important qualities that trustworthy people possess, but Vaughn does not demonstrate them in this example.

You are able to rely on your boss to answer your questions and treat all of your coworkers fairly. This means that you __________ your boss. A. support B. trust C. like D. resemble

B Trust. Trust occurs when someone is able to rely on you. If you can rely on your boss to answer your questions and treat all of your coworkers fairly, this means that you trust your boss. You do not necessarily have to support, like, or resemble your boss to trust her/him.

Allison is attending a business seminar. Because the seminar presenter is speaking very quickly, Allison is having a difficult time taking accurate notes. What technique would help Allison take notes quickly? A. Write notes on index cards B. Use abbreviations and symbols C. Focus on the subtopics D. Ask the speaker to provide handouts

B Use abbreviations and symbols. Developing a system of and writing down abbreviations and symbols (i.e., shorthand) is much quicker than writing out long phrases and complete sentences. For example, to remember a very important point, Allison might place a star or asterisk by a key word, short phrase, or abbreviation. After the seminar, Allison can refer to her shorthand notes and write more comprehensive notes for future use. Writing on note cards, focusing on subtopics, and asking the speaker to provide handouts will not help Allison take accurate notes in real time.

Which of the following responses to a difficult situation would damage your professional image: A. Listening without interrupting C. Showing empathy toward others B. Using inappropriate language D. Controlling your facial expression

B Using inappropriate language. Using any type of bad language is not only likely to offend the person to whom you are speaking, it will also damage your professional image. All of the other alternatives are ways in which you can exhibit self-control.

Which of the following is an example of paradigm innovation: A. Energy-saving light bulbs B. Windows computer operating system C. The latest model of the Honda Civic D. Rechargeable batteries

B Windows computer operating system. Paradigm innovation takes place when the entire perception of a product, company, or industry takes place. The Windows computer operating system revolutionized the way people input, transfer, share, and export information through personal and networked computers. Businesses worldwide use the Windows operating system. Energy-saving light bulbs, the latest model of the Honda Civic, and rechargeable batteries are examples of product innovation. Product innovation takes place when a company creates a new product or redesigns an existing product

It is important to your assertiveness for you to consider yourself to be a(n) __________ person. A. inferior B. worthwhile C. superior D. enviable

B Worthwhile. In order to be assertive, you must consider yourself to be a worthwhile person who is worthy of self-respect, as well as respect from others. It would be egotistical and possibly aggressive to think of yourself as superior or enviable. Considering yourself inferior would be negative and self-defeating.

Which of the following is an example of an ethical dilemma in purchasing? A. Tyler plays games on his work computer during his lunch break B. a factory worker notices a piece of equipment that seems unsafe C. a sales rep offers to take a buyer out to an expensive lunch D. Elizabeth selects the supplier that offers the best value

C A sales rep offers to take a buyer out to an expensive lunch. Ethical issues in purchasing come about when a buyer's decision might be influenced by a conflict of interest. If a buyer is taken out to an expensive lunch by a sales rep, the buyer might be unable to make an unbiased decision when picking a supplier. S/He might be swayed by the lunch offer. The factory worker noticing a piece of unsafe equipment is an example of an ethical dilemma related to safety violations. Playing games on a work computer is an ethical issue associated with the use of company equipment. Selecting the supplier that offers the best value is not an ethical dilemma, though it is a purchasing decision.

Which of the following is a true statement regarding workplace safety: A. identifying hazards is a waste of time because accidents are unavoidable B. workplace accidents do not have financial consequences for businesses C. any type of business is susceptible to accidents or health issues. D. employees should only report accidents that cause serious damage.

C Any type of business is susceptible to accidents or health issues. While you may think that workplace accidents only happen in dangerous places, safety issues can actually happen anywhere. Workplace accidents do have financial consequences for businesses, including loss of working days and legal issues. Identifying hazards is not a waste of time; accidents can be avoided, and identifying hazards is a great way to prevent them. Finally, employees should report all accidents or health issues to ensure they receive the proper treatment and coverage.

To prevent accidents, workplaces should A. terminate employees who are injured on the job B. have strong workers' compensation insurance C. avoid taking shortcuts to meet deadlines D. deny legal responsibility to protect themselves

C Avoid taking shortcuts to meet deadlines. Taking shortcuts and working quickly can sometimes lead to carelessness and a lack of attention to detail, which in turn leads to accidents. It is more important to maintain safety, even if it takes longer to do so. Having strong workers' compensation insurance does not prevent accidents. Terminating employees who are injured on the job does not prevent accidents, and is generally against the law. Finally, denying legal responsibility to protect themselves does not help workplaces prevent accidents.

Which of the following is a technique that businesses should employ to prevent compromises in data security? A. cut funds allocated for security software B. create detailed disclaimers to prevent company liability C. enforce strict guidelines for user access and privileges D. give everyone access to the same information

C Enforce strict guidelines for user access and privileges. One way to prevent compromises in data security is to create a policy that strictly dictates what data users are allowed to access. This can help to prevent compromises because in general, the fewer people who have access to data, the lower the risk of security issues. While a company might have a need for disclaimers and legal protection in the case of a security breach, this is not an effective way to prevent compromises in data security from occurring in the first place. Cutting funds allocated for security software will not help to prevent compromises in data security; in fact, it might increase the likelihood of security problems. Giving everyone access to the same information would not help to prevent compromises in data security.

During the discovery process, an entrepreneur must determine whether the proposed business venture will A. create loyal customers B. generate large profits C. meet a need or want D. require financial risk

C Meet a need or a want. During the discovery process, an entrepreneur needs to ensure that the business idea meets an actual need or want of consumers to ensure success. Entrepreneurs do not predict whether a business venture will generate large profits or create loyal customers during the discovery process. Since all business ventures require financial risk, no discovery is needed.

Companies can help avoid data rot by regularly ensuring that data are A. password protected B. securely encrypted C. migrated to new formats D. stored remotely

C Migrated to new formats. Data rot can be avoided by migrating data to new formats or storage devices when the old ones are at risk of becoming obsolete. The encryption of data helps achieve security but does not ensure the data won't decay. Password protection can help ensure security of data but does not prevent data rot. Storing data remotely has many benefits, but does not ensure the data won't decay unless a cloud service provider is regularly maintaining the files and devices that the data are stored on.

Which of the following is most likely to increase a company's capital assets: A. reducing operational expenses B. obtaining a loan to make payroll C. purchasing land for future expansion D. collecting accounts recieveables

C Purchasing land for future expansion. Capital assets are property that the company permanently owns, such as land, equipment, etc. Purchasing land increases a company's capital assets. Obtaining a loan to make payroll, reducing operational expenses, and collecting accounts receivables can increase a business's cash flow, but do not directly increase its capital assets.

Which section of a project plan should specify what is and isn't included in the project? A. communications management plan B. risk management plan C. scope management plan D. quality management plan

C Scope management plan. A project's scope management plan determines what is included in a project and what is not included in the project. A risk management plan is an assessment of risks and strategies for avoiding them. A communications management plan determines how people involved in the project will communicate with one another. A quality management plan determines how the project's quality will be measured, maintained, and prioritized.

When creating a PowerPoint presentation, if you add a transition to slide 3, it affects how A. slide 3 leaves B. slide 3 enters C. slide 2 leaves and slide 3 enters D. slide 3 enters and slide 3 leaves

C Slide 2 leaves and slide 3 enters. Applying a transition to a slide within a PowerPoint presentation affects how both the previous slide leaves and the current slide enters.

Sammy's Sandwiches wants to improve its market share. This is an example of a __________ goal. A. tactical B. product C. strategic D. cultural

C Strategic. Strategic goals are general, overall goals that are developed in relation to the mission of the organization. Improving market share is a strategic goal. Product goals are those that are specifically related to the characteristics of the goods or services. Tactical goals are those that are more specific and detail the actual steps needed to achieve the strategic goals. Cultural goals are related to the organization's environment or philosophies.

Which of the following is a true statement regarding budgets A. they are required by law B. to be successful, they must stay the same from year to year C. they are set for specific time periods D. some businesses don't need them

C They are set for specific time periods. Budgets are estimates of income and expenses for specific time periods. They are estimates and should be flexible—they don't need to stay the same from year to year to be successful. Budgets aren't required by law, but every business needs one to operate!

A company emphasizes quality in every aspect of its operations instead of only focusing on its end products. This is an example of A. robust product design B. tactical quality C. total quality management D. lean production

C Total quality management. Total quality management is a focus on ingraining quality into every aspect of an organization to deliver what customers want and to exceed their expectations. Tactical quality is short- term quality. It is the opposite of total quality management, which is a strategic approach to quality management. Robust product design is an approach to quality management that focuses on product research, design, and development, rather than manufacturing. Lean production is a quality-control method that focuses on maximizing customer value while minimizing waste.

Which of the following employees orientation activities is most likely to help a new hire gain knowledge to perform his/her job: A. information about payroll and employee benefits B. tour of company and introductions to co-workers C. training on company policies and use of equipment D. a written background of the company's history

C Training on company policies and use of equipment. It's important for a new hire to understand company policies and how to use equipment to perform his/her job properly. A tour of the company, introductions to co-workers, information about payroll/employee benefits, and background of a company's history can help an employee become familiar with the work environment, but do not provide the specific knowledge needed to perform the job correctly.

Which of the following situations best demonstrates why businesses should retain their records: A. A business is planning to send press releases to the local newspaper. B. A business is planning to send anniversary cards to employees on the date of their employment. C. A business is planning to sell out to another company. D. A business is planning to use webinars for employee training

C A business is planning to sell out to another company. When businesses merge or sell out to other companies, they need to provide records to prove their value to the other companies. Although businesses might retain documentation of employee anniversaries, press releases, and training plans, these records have less significance than records needed to provide proof of a business's income, expenses, and capital investments.

Which of the following information should be shared immediately with all staff: A. A customer has requested that the business extend its hours. B. An employee of the business has been caught shoplifting. C. A customer has complained about the service s/he received. D. An employee of the business may soon be transferred out of town.

C A customer has complained about the service s/he received. This kind of complaint is the type of information that should be shared with all staff right away since it could affect the entire company. In addition, all staff should be reminded of company policy in such areas. Information about employees' problems is likely to be passed through the grapevine, but it should not be announced to staff. Such business decisions as the transfer of employees or changes in hours are usually announced at an appropriate time after they have been made by management.

Which of the following is an example of an informational message geared toward an external audience: A. An inventory report B. An employee handbook C. A print advertisement D. An office calendar

C A print advertisement. Informational messages involve communicating data, facts, or knowledge to a message receiver. Print advertisements communicate information about a business's products to customers or potential customers, which are external audiences. An employee handbook, an inventory report, and an office calendar are types of information provided to the business's employees, who are an internal audience.

As Justin is cooking, his sister reads the recipe directions to him out loud. Justin isn't sure if she said one teaspoon of vanilla or two. He gives her a puzzled look, and his sister reads the directions again. Which of the following steps for following directions does this situation illustrate: A. Take notes B. Accept responsibility C. Acknowledge directions verbally or nonverbally D. Eliminate distractions

C Acknowledge directions verbally or nonverbally. When Justin gives his sister a puzzled look so she knows he didn't understand her directions clearly, he is acknowledging her nonverbally. It's important to let the speaker know you hear and understand what s/he is saying by nodding your head or saying you understand. If you don't understand the directions, use your nonverbal signals to alert the person so s/he can clarify things for you. These signals include raising your hand, shaking your head, or even looking at the speaker with a puzzled look. In this situation, Justin is not taking notes, accepting responsibility, or eliminating distractions.

Which of the following often makes it necessary for workers to continue their education and obtain training to pursue different careers: A. Changes in geography B. Increases in responsibility C. Advances in technology D. Limits to confidentiality

C Advances in technology. Advances in technology have eliminated the need for some jobs while creating a need for new jobs. Therefore, some employees need additional education and training to change careers and pursue different occupations because the jobs for which they were trained no longer exist. Workers usually do not need to continue their education and obtain training to pursue different careers because of increases in responsibility, changes in geography, or limits to confidentiality.

After Porter realized that he processed an order incorrectly, he waited too long to correct the problem. As a result, an incorrect item was shipped to the customer. Now, the customer will need to ship the item back to the warehouse, and Porter's company will need to pay extra charges to have the product returned. This situation illustrates that A. the company has unrealistic expectations about Porter's ability to perform his job. B. employees should tell their supervisors about all problems as soon as they occur. C. an employee's decisions and actions can negatively impact others. D. customers are likely to be very angry when employees make simple mistakes.

C An employee's decisions and actions can negatively impact others. If Porter had immediately called the shipping department to stop the incorrect order from being shipped, then the customer would not be burdened with the task of returning the item, and the company would not need to pay extra charges to return the product. Customers' satisfaction levels tend to decrease when they receive the incorrect products, and unnecessary return charges hurt the company's bottom line. Therefore, Porter's decision to wait to take action negatively impacts both the customer and the company. Many routine problems can be resolved without involving supervisors. Porter's lapse of judgment in one situation does not mean that he does not have the ability to perform his job well. Customers react differently to problems and inconveniences; therefore, it cannot be assumed that most customers will become very angry over simple mistakes—some of them may become slightly annoyed.

You cannot communicate with your computer without A. Microsoft Windows. B. a wireless mouse. C. an operating system. D. a mobile device.

C An operating system. An operating system is the program that manages and supports the hardware and software on a computer. It lets you "communicate" with your computer. You do not need a wireless mouse or a mobile device to communicate with your computer. Microsoft Windows is just one operating system; you can also use others.

You cannot communicate with your computer without A. Windows. B. a wireless mouse. C. an operating system. D. a mobile device.

C An operating system. An operating system is the program that manages and supports the hardware and software on a computer. It lets you "communicate" with your computer. You do not need a wireless mouse or a mobile device to communicate with your computer. Windows is just one operating system; you can also use others.

Which of the following people best demonstrates commitment to his/her job: A. Shay does the bare minimum amount of work to get by. B. A manager insists that everyone arrive at the exact same time. C. Aria agrees to work late to reach an important deadline. D. Rob ignores meeting requests when he does not want to go.

C Aria agrees to work late to reach an important deadline. Being committed to something means showing up on time for related activities, doing all the work required of you, and following through on your promises. If Aria agrees to reach a deadline, she can demonstrate her commitment to this deadline by working late to reach it. A manager insisting that everyone arrive at the exact same time doesn't necessarily demonstrate commitment to his/her job. If Shay only does the bare minimum amount of work to get by, she is not demonstrating commitment to her job. If Rob ignores meeting requests when he does not want to go, he is not necessarily demonstrating commitment to his job.

Which of the following is a guideline that employees should follow to be effective listeners: A. Interrupt often C. Ask questions B. Ignore body language D. Read directions

C Ask questions. Effective listeners concentrate on what is being said and ask questions when they don't understand or want clarification. Managers often assume that employees know more than they do and give incomplete or vague instructions. Employees should pay close attention to what is being said and ask questions to make sure they understand. Employees should not interrupt often, only when it is necessary to clarify a point they don't understand. Employees should observe a speaker's body language because nonverbal clues also send a message. Reading directions will not help employees be effective listeners.

Which of the following is NOT a capital resource: A. Warehouse B. Manufacturing plant C. Assembly line worker D. Production equipment

C Assembly line worker. A manufacturing plant, a warehouse, and production equipment are all capital resources. These are assets used to produce a good or service. An assembly line worker is not a capital resource. Instead, s/he is a human resource—a person who works to produce a good.

What components must "balance" in a balance sheet? A. Assets plus liabilities should equal net profit. B. Income plus expenses should equal owner's equity. C. Assets minus liabilities should equal owner's equity. D. Income minus expenses should equal owners' equity.

C Assets minus liabilities should equal owner's equity. The balance sheet gets its name from the fact that the figures it presents must balance each other. When the business subtracts what it owes (liabilities) from what it owns (assets), the result should be the same as the owner's equity. This is the total net worth of the business. Income, expenses, and net profit are all found on an income statement.

Ben and Tasha are coworkers who are applying for the same supervisory position in the company and now they are NOT speaking to each other. The reason for the conflict is A. exclusion. B. unclear boundaries. C. authority. D. unclear expectations.

C Authority. Conflicts occur for many reasons. Power struggles can arise when people want to control, or be in charge of, the same situation. In the example, Ben and Tasha want the same job, so the reason for their disagreement is authority. Disagreements about what constitutes appropriate behavior are conflicts due to unclear boundaries. When people don't know what they're supposed to do, or what someone else expects them to do, the conflict is due to unclear expectations. Exclusion is a reason for a conflict that stems from a feeling of being left out of an activity.

Taking responsibility for your team's success or failure in achieving the vision is part of a team leader A. being enthusiastic. B. establishing good working relationships. C. being an example. D. being a good listener.

C Being an example. Taking responsibility for your team's success or failure as it works toward the vision is being an example and a sure sign of solid leadership. This responsibility does not necessarily relate to working relationships, being enthusiastic, or being a good listener.

What is a benefit of behaving ethically? A. Tense relationships with customers B. Decreased organizational productivity C. Better, easier decision-making D. Increased risk of legal trouble

C Better, easier decision-making. Ethical behavior makes it easier to make good decisions. Ethical behavior does not decrease organizational productivity; rather, it increases productivity. Ethical behavior also improves relationships with customers rather than making them tense. Finally, ethical behavior decreases risk of legal trouble rather than increases it.

Todd needs to develop an overall plan for his business but does not know what type of information to include in the document. Todd logs onto a search engine to quickly locate the information he needs. Which of the following search terms is most likely to provide Todd with desired search results: A. Plan components B. Develop planning document C. Business plan elements D. Business document components

C Business plan elements. To retrieve the most applicable results from an Internet search engine, a computer user should enter terms into the query field that are most likely to bring up the desired information. "Business plan elements" are words that are most likely to retrieve the information Todd needs to include in his business plan. If Todd is not satisfied with the results that his initial search returns, he could use search terms such as "business plan components" or "business plan parts." The remaining search terms are too general and would likely not provide the information Todd desires on the first few pages of the results, which would reduce Todd's efficiency in retrieving the desired information.

Associations with colors are cultural issues that are most important for A. travelers. B. families. C. businesses. D. individuals.

C Businesses. Associations with colors are especially important cultural issues for businesses. When a company does international business, it must be careful to consider the connotations of the colors it uses on packaging, labels, etc., in the cultures that will be affected. Associations with colors tend to be less important issues for individuals, families, or travelers.

How can you let people know that you are really thinking about what they are saying? A. By using clichés B. By making jokes C. By asking questions D. By making comments

C By asking questions. By asking appropriate questions, you show that you are doing more than just making comments and listening. Your questions tell people that you want more information about the topic and that you are really thinking about the information being given. Making jokes or answering with clichés, such as "really," indicates you are not listening well or taking the speaker seriously.

How can interest and enthusiasm give people a good outlook on life? A. By enabling them to keep their frustrations to themselves B. By keeping frustrations from coming their way C. By minimizing the impact of frustrations D. By enabling them to be aggressive with others who cause frustrations

C By minimizing the impact of frustrations. Interest and enthusiasm are part of a positive attitude which gives people a good outlook on life. They will still encounter frustrations, but that won't keep interested, enthusiastic people down very long. Their interest in life and their enthusiasm will soon reassert themselves. People should discuss their frustrations to clear them up. Aggressive behavior is generally not an advisable approach to take with frustrating individuals because that often creates more problems.

When reconciling bank statements, it is important to consider A. services not available online. B. the number of transactions. C. checks that have not cleared. D. the types of payroll deposits.

C Checks that have not cleared. Reconciling bank statements involves comparing the entries in a checkbook with the entries listed on the bank statement. In many cases, the balance will be different because checks have been written that have not cleared the bank. Therefore, these amounts will not appear on the bank statement. To verify the actual amount in the account, it is necessary to subtract the checks that have not cleared from the balance listed on the bank statement. When reconciling bank statements, it is not necessary to consider the number of transactions, services not available online, or the types of payroll deposits

A characteristic of an effective communicator is that s/he A. sounds like a recording. C. commands attention. B. speaks in a monotone. D. uses frequent mannerisms.

C Commands attention. Effective communication requires that the receiver be willing to accept the message from the sender. A communicator who commands the receiver's attention is increasing the opportunity for successful reception of the message. Speakers should use variations of voice pitch, rather than speaking in a monotone. They should also try to speak without mannerisms and avoid sounding like a recording.

What should employees be willing to accept when defending their ideas objectively? A. Nonverbal support B. Additional responsibility C. Critical feedback D. Personal attack

C Critical feedback. When employees present their ideas to management or coworkers, they should be prepared to defend those ideas and provide supporting information. They also should be willing to accept critical feedback because others might not agree with the ideas or have different opinions. Being prepared will help employees remain objective and be able to offer logical evidence to back up their ideas. Critical feedback is often useful because it allows employees to view their ideas from a different perspective. Defending ideas usually does not involve accepting additional responsibility or nonverbal support. It is not acceptable to attack employees on a personal level because of their ideas.

An American manufacturer launches a product line that offends many customers in Middle Eastern countries where the product line is considered inappropriate. This is an example of A. product adaptation. B. nationalization. C. cultural imperialism. D. globalization.

C Cultural imperialism. Businesses in some countries, especially more developed ones, may have an attitude that their approach, tastes, or preferences are "better" than those of other countries, particularly less developed ones. Or, they may believe their cultural beliefs and attitudes are the only ones and neglect other countries' cultures altogether. This is cultural imperialism. It is not an effective business practice and does not lead to success in the long run. Globalization refers to keeping a product and advertising message the same around the world, while nationalization refers to something whose ownership is taken over by the government. Product adaptation is changing a product in some way to make it more appropriate for another country's preferences.

Which of the following is an example of a groupware application: A. Job rotation B. Email filters C. Database sharing D. Relationship marketing

C Database sharing. Groupware applications refer to the modes that employees who work in different locations use to work together or collaborate so they can accomplish a common goal. One mode of collaboration is sharing a database that links or networks several people via computer. For example, when both a sales representative and a warehouse manager have the ability to turn on their computers and access the same inventory status information to see if a product is in stock for a customer, they are using a groupware application. Email filters are computer programs that block out unwanted information. Job rotation is an instructional method in which trainees are rotated periodically from one job to another in order to broaden the trainees' perspective of the business. Relationship marketing is a strategy in which businesses spend time with current and prospective clients outside the office setting to enhance the partnership.

An upscale department store tracks customer purchases made with store credit cards and then tailors promotional messages and merchandise offers to specific clients based on their purchases. What software allows the retailer to manage this strategy? A. Spreadsheet C. Database B. Word processing D. Systems tools

C Database. Database software allows companies to collect, store, and organize customer information. This information can be used to maintain, analyze, and combine customer information in order to send certain messages to specific customers. Spreadsheet and word-processing software do not perform the functions required by the retailer. Systems tools are used to maintain the computer.

Adapting to a new situation is most likely to help a person A. avoid facing change. C. develop confidence. B. eliminate stress. D. stay comfortable.

C Develop confidence. When a person successfully adapts to a situation, s/he realizes s/he will be able to adapt to other circumstances, which increases his/her confidence. Adapting to a new situation is a good approach that can help a person succeed, but it does not eliminate stress. Adapting to a new situation requires a person to face change, not avoid it. Since new situations require change, they do not help a person stay comfortable.

Which of the following are the best references to list in a résumé: A. Coworkers C. Former employers B. Family members D. Classmates

C Former employers. The reference section of a résumé should list two or three people who can provide information about you. The best references are former employers, because they can accurately describe your work habits, abilities, and attitudes toward the job. Prospective employers will want to contact these references to find out if you performed satisfactorily in former positions. Potential employers usually do not want to contact your classmates, family members, and coworkers because they are personal references who may be unable to provide unbiased information about you.

A person is most likely to experience frustration or health problems when the A. conflict is about something tangible or concrete. B. other person does not use the yielding conflict response mode. C. disagreement is not handled well. D. other person uses problem-solving techniques.

C Disagreement is not handled well. People often feel the negative effects of conflict when disagreements are not handled well. Some of the negative effects include frustration, distrust, broken relationships, health problems, and physical violence. The yielding conflict response mode is a type of reaction to a disagreement. It occurs when one person lets the other person have what s/he wants. It is often used when an issue is not very important. Problem solving is also a conflict response mode. It is a reaction to a disagreement in which a person works to come up with a resolution that is satisfactory for everyone involved in the conflict. Yielding and problem solving response modes are not reactions that are most likely to cause frustration or health problems for an individual. A functional conflict is a type of disagreement about something tangible or concrete. The type of conflict (e.g., functional) does not necessarily cause any more frustration or health problems than other types of conflict (e.g., emotional).

A primary purpose of data mining is to A. develop services. C. discover relationships. B. stabilize sales. D. summarize ideas.

C Discover relationships. Data mining is the process of searching computer databases for patterns of information and correlations or relationships among information. Businesses use the information they obtain from data mining to make different types of business decisions. For example, a business might want to increase its sales. The business might use data-mining techniques to determine and analyze which customers possess the highest buying potential. The primary purpose of data mining is not to stabilize sales, develop services, or summarize ideas

Which of the following is a way for employers to prevent recordkeeping or payroll fraud: A. Require sales staff to observe customers on the selling floor B. Provide procedures for the personal use of office supplies C. Divide cash-related responsibilities among different employees D. Train salespeople to be familiar with prices

C Divide cash-related responsibilities among different employees. Employers generally divide up cashrelated responsibilities among employees so that one employee checks the records of another. This reduces the possibility that a dishonest employee can steal by changing the cash records. Training salespeople to be familiar with prices is a technique that helps reduce price-ticket switching. Providing procedures for the personal use of office supplies will help reduce pilferage. Requiring sales staff to observe customers on the selling floor will help prevent shoplifting.

Workplace safety is primarily the responsibility of A. insurance companies. B. business management. C. employers and employees. D. human resource departments

C Employers and employees. The Occupational Safety and Health Administration (OSHA) requires both employers and employees to keep the work environment free of safety hazards. Business management may develop safety guidelines for employees to follow. Insurance companies offer businesses protection against losses due to employee injuries. Human resource departments may have some responsibilities for informing employees about safety regulations.

Most businesses consider initiative to be __________ for employees. A. elective B. optional C. essential D. irrelevant

C Essential. Initiative is extremely important to workers in all types of occupations. Many employees are required to carry out their duties and responsibilities independently with little direct supervision. This means that initiative cannot be an elective or optional choice for employees but a necessity to success. It is, therefore, very relevant.

After solutions have been identified during a problem-solving meeting at an advertising agency, meeting participants should A. gather information about the problem. B. identify the cause of the problem. C. evaluate the solutions. D. verify the cause of the problem.

C Evaluate the solutions. Problem solving is the process of overcoming an obstacle. Because many tasks, activities, and multifunctional groups are necessary for advertising agencies to effectively service their clients, problems are bound to happen. Scheduling conflicts and production issues can affect other group members' work. When these obstacles occur, agency staff members may hold a problem-solving meeting. During the meeting, the group members define the problem, identify solutions, and then evaluate the solutions to determine the action that will best solve the problem. Once the group selects the best solution, the group implements an action plan to solve the problem. The group must gather information about the problem and identify and verify the cause of the problem before the members can effectively identify and evaluate the solutions.

Which of the following is the most appropriate method for supervisors to use when communicating about personal or confidential issues with individual employees: A. Telephone conference call B. Company newsletter C. Face-to-face meeting D. Staff memo

C Face-to-face meeting. When a supervisor must address a sensitive, personal, or confidential issue (e.g., salary) with an employee, it is best to discuss the issue in a private, face-to-face meeting. Company newsletters, telephone conference calls, and staff memos are appropriate ways to communicate and share pertinent information with several people at one time.

Often, the most effective way to interpret others' nonverbal cues is to look at their A. clothing style. B. leg movements. C. facial expressions. D. office decor.

C Facial expressions. Nonverbal cues are communication that involves the use of gestures or facial expressions, rather than the use of words. Facial expressions usually are the most important aspect of nonverbal cues or body language. For example, when people feel emotions such as happiness or anger, those emotions are expressed through smiles, frowns, and eye patterns. It is easy to see that someone is happy if s/he is smiling. Leg movements are a type of body language; however, they are not as effective a way to interpret nonverbal cues. Clothing style and office decor are nonverbal cues also, but they are not as easy to interpret as facial expressions.

Every time you spend money on yourself, you expose yourself to A. future debt. B. relational risk. C. financial risk. D. poverty.

C Financial risk. Anytime you spend money you expose yourself to financial risk because it affects your budget and your savings. Spending money on yourself does not necessarily affect your relationships or cause you to experience future debt or poverty.

Which of the following is often considered one of the safest types of investments: A. Commodities C. Government bonds B. Penny stocks D. Precious metals

C Government bonds. These bonds are issued by various levels of government, from the local to the national level. Government bonds are considered one of the safest types of investments because they are backed by the government. Although government bonds do not pay high interest rates, they are safe and a good investment for individuals who cannot afford to risk losing their investment. Penny stocks are very inexpensive, but their value can go up or down quickly. Commodities and precious metals are considered high-risk investments because of the fluctuations in price and value.

The relationship between your traits and your personality can be described as A. independent. B. nonexistent. C. interdependent. D. indirect.

C Interdependent. The relationship between your traits and your personality can be described as interdependent. All of your traits interact to give you your own unique personality. Each trait influences, either directly or indirectly, your other traits. Therefore, they are interdependent—dependent upon one another.

You have just started a new job with coworkers who have been working together and are now friends. Whenever you ask a job-related question, your coworkers laugh at you. You can use self-control in this situation to help you with A. job enrichment. B. goal setting. C. interpersonal relationships. D. operational changes.

C Interpersonal relationships. Self-control is restraint of your feelings, words, and actions. It helps you to be successful in your interpersonal relationships because it helps you to avoid making angry or insulting remarks that might offend others. None of the other alternatives would be part of this situation. Goal setting is establishing an objective to be reached. Job enrichment gives more meaning to a job in order to increase employee motivation. Operational changes are changes in the way a business is set up or operates.

Tyrone is writing a research paper for his business class. What question should Tyrone ask as he looks for valid sources? A. Does this source provide relevant graphic aids? B. Is this material interesting and easy to read? C. Is the information in this source up to date? D. Do I agree with the viewpoint of this author?

C Is the information in this source up to date? It's important for Tyrone to find information that's recent. This isn't always important, but in a field like business, an article from 20 years ago probably won't be very beneficial. Although it's certainly helpful if the information is interesting and easy to read, it's not necessary. Likewise, relevant graphic aids might be nice, but Tyrone should be more concerned with the information he finds in the source. Tyrone should be looking for information that's factually correct; he shouldn't let his personal biases affect which sources he includes.

What is the benefit of shared vision to an organization? A. It creates an ethnocentric environment. B. It ensures that the team's goals are achievable. C. It serves as a guide for decision making. D. It supports a groupthink attitude.

C It serves as a guide for decision making. When a shared vision exists, all members of the organization understand and support the organization's purpose. Successful organizations set goals and make decisions to fulfill the organization's purpose, which is based on the vision. A shared vision does not ensure that goals are achievable. Groupthink is a form of extreme cohesiveness that occurs when individuality and independent thinking within the group are discouraged. Ethnocentrism is the belief that your own culture is naturally better than other cultures. Unattainable goals, ethnocentrism, and groupthink tend to create circumstances that hinder an organization's ability to achieve its purpose.

On January 3, Anna mailed her credit card payment, which was due on January 5. The credit card issuer received the payment on January 7. What most likely appeared on Anna's credit card statement the following month? A. Processing charge B. Application charge C. Late fee D. Over-limit fee

C Late fee. Credit card issuers often charge late fees for payments that do not arrive on time. Some credit card issuers charge application fees, which involves billing a customer for applying for credit. Processing fees are charges to complete certain activities. Over-limit fees are charges applied for credit transactions that go over or exceed the credit card holder's credit limit.

Failing to pay credit card bills on time will likely result in A. an increase in credit score. B. no penalties or consequences. C. late fees and interest charges. D. being fired from your job.

C Late fees and interest charges. It is important to pay your credit card bills in full each month because interest charges and fees can quickly accumulate if you pay late. There are penalties and consequences of failing to pay your credit card bills on time; you will receive interest charges and/or late fees, and your credit score may decrease. It is unlikely that you would be fired from your job because you failed to pay your credit card bills on time, since employers do not have access to your credit information.

When a workplace security issue occurs, an employee should report the problem to the appropriate __________ agency. A. health B. fire prevention C. law enforcement D. welfare

C Law enforcement. Theft and robbery are examples of security emergencies. Many companies develop procedures that advise employees how to handle these types of situations. If a theft or a robbery occurs, an employee generally contacts law enforcement officials (e.g., police). The fire department is contacted about fire-related issues. Health and welfare agencies do not handle security issues.

What is it important for an applicant to do during a job interview in order to be able to answer questions adequately? A. Respond quickly C. Listen carefully B. Talk rapidly D. Dress appropriately

C Listen carefully. In order to answer questions adequately, an applicant should listen carefully to the interviewer. The applicant needs to understand exactly what the interviewer is asking. By listening carefully, an applicant will be able to respond with the proper information. Talking rapidly and responding quickly will not help applicants answer questions adequately. Applicants should dress appropriately for job interviews, but that will not help them answer questions unless they listen carefully and understand what is being asked.

A job applicant can best answer an interviewer's questions if the applicant __________ during the interview. A. talks excessively B. reads brochures C. listens closely D. takes notes

C Listens closely. It is important for job applicants to listen carefully to what the interviewers are saying and asking. Failure to pay close attention may result in the applicants giving incorrect information or not completely answering the questions. Not listening also may indicate to an interviewer that an applicant is not interested in the position. Applicants should not read materials while an interviewer is asking questions. While applicants are expected to talk and share information about themselves during job interviews, they should choose their words carefully and not talk excessively. On occasion, applicants may write notes about what the interviewer is saying, but they should not let that interfere with their ability to listen carefully.

Which of the following documents will allow the beneficiary of an estate to avoid probate: A. Will B. Living will C. Living trust D. Power of attorney

C Living trust. A living trust is a legal arrangement that can serve as an alternative to a will. It transfers control of a living person's assets to a trustee. Upon death, the assets are transferred to the beneficiary without going through probate. This saves considerable time and expense. A living will is a legal document that outlines a person's wishes for medical treatment under specific circumstances. A will provides details of how an estate should be handled upon death, but does not avoid probate. A power of attorney assigns someone the right to act on another's behalf.

Deciding how to transport goods is part of which operations activity? A. Safety and security B. Scheduling C. Logistics D. Maintenance and repairs

C Logistics. Logistics refers to managing the flow of goods and services from production to consumption. This includes all the people, information, and processes involved in storing and transporting goods. Scheduling is the production activity that establishes the timetable to be followed in production. Safety and security has to do with protecting customers and employees from hazardous materials and processes. Maintenance and repairs has to do with keeping facilities and equipment in working order.

Which of the following is a way that accidents are costly to employees: A. Lost production B. Expensive repairs C. Lost income D. Decreased sales

C Lost income. Accidents are costly to both employers and employees. One way that accidents are costly to employees involves missing work and losing income. Some workers may be temporarily or permanently disabled and lose income for a long period of time or have their income drastically reduced. Expensive repairs, lost production, and decreased sales are ways that accidents are costly to employers.

Economics is concerned primarily with evaluating alternatives and A. increasing foreign trade. B. financing the national debt. C. making economic decisions. D. producing goods and services.

C Making economic decisions. Economics is the process of deciding how to obtain the greatest satisfaction with limited incomes, land, property, and natural resources. Foreign trade, production, and financing the national debt are activities that require ongoing economic evaluation and decision making.

Assertive people are direct and upfront rather than being A. respectful. B. considerate. C. manipulative. D. talkative.

C Manipulative. Assertive people are direct and upfront rather than being manipulative. This is part of honest communication. Assertive people may also be considerate, respectful, or talkative, but these qualities are not necessarily associated with being direct and upfront.

Jayne Jacobs is the assistant sales manager for Progressive Electronics. Using a hierarchical chain of command, Jayne is most likely to report to A. Tom Mitchell, vice president of operations. B. Paula Cardenas, vice president of sales. C. Mark Peterson, sales manager. D. Marjorie Lazarus, customer service supervisor

C Mark Peterson, sales manager. The chain of command defines the level of authority and the specific individual who supervises particular employees. Businesses often define their levels of authority by business function such as finance, operations, marketing, etc. In the question stem, Jayne Jacobs is an assistant sales manager; therefore, she most likely reports to the sales manager. The sales manager most likely reports to the vice president of sales. An assistant sales manager is unlikely to report to the customer service supervisor or the vice president of operations.

Lucy, who works for the Green Corporation, is responsible for handling special events and responding to requests for information about the company. Lucy works in A. merchandising. B. marketing research. C. marketing communications. D. professional selling.

C Marketing communications. Marketing communications involves marketing activities that inform, remind, and/or persuade the targeted audience. Examples of marketing communications techniques include advertising, direct marketing, digital marketing, publicity/public relations, and sales promotion. Lucy is a public relations manager—responsible for handling special events and responding to requests for information about the company. Marketing research jobs focus on marketing activities that involve determining information needs, collecting data, analyzing data, presenting data, and using data for marketing planning. Merchandising careers involve marketing activities that are focused on efficient and effective product planning, selection, and buying for resale. Careers in professional selling involve marketing and management activities that determine customer needs/wants and respond through planned, personalized communication to influence purchase decisions and enhance future business operations.

When creating your business's web page, you make it possible for Internet browsers to identify and locate various elements of your page through the proper placement of A. HTML. C. meta tags. B. hyperlinks. D. ASCII.

C Meta tags. Meta tags are HTML codes that display information about web pages. HTML, or Hypertext Markup Language, is the program used for creating pages on the World Wide Web. It uses tags placed in strategic places to help the browser identify and locate various elements of the web page. ASCII, or American Standard Code for Information Interchange, is plain text from which the HTML document is usually created. The browser moves from one place to another within the page or to another site by means of a hyperlink.

Which of the following often presents an opportunity for current employees to be considered for a promotion: A. Occupation is high paying. B. Entry-level job is available. C. New position is created. D. Career is being revised.

C New position is created. The opportunity for promotion often occurs when employees retire or leave the company, or the business creates new positions. Many businesses prefer to promote from within, so the creation of new jobs opens the door for current employees to be considered for a promotion. As businesses grow and prosper, they often create new positions and give current employees the opportunity to apply. An entry-level job is a starting position rather than a promotion. Employees are not considered for a promotion because the occupation is high paying or the career is being revised.

Addison wants to encourage the speaker who is giving a presentation to her class, so she nods when the speaker makes a good point, makes eye contact, and uses other forms of __________ communication. A. negative C. nonverbal B. verbal D. written

C Nonverbal. Nonverbal communication involves the use of gestures or facial expressions, rather than the use of words. Nodding and making eye contact are ways of communicating nonverbally. Verbal communication involves the use of words. Addison is not communicating through writing. This is not negative communication because it is encouraging the speaker.

It's important to look at ethical dilemmas as A. negatives. B. challenges. C. opportunities. D. experiments.

C Opportunities. It's important to remember that each ethical dilemma you encounter is an opportunity to make the right decision and show that you can follow ethical principles. While ethical dilemmas can be challenging, viewing them as opportunities will help you feel motivated to make the right decision rather than intimidated. Ethical dilemmas are not negative; rather, they are chances to demonstrate positive choices. Finally, an experiment is a data-collection method that tests cause and effect. Ethical dilemmas do not test cause and effect, and they should not be used to collect data. If you pick the wrong choice, someone or something could be harmed. Instead, it is important to make the right decision.

Writing key points on notecards and then placing the cards in order of their importance is one way to A. revise facts. B. access files. C. organize information. D. verify accuracy.

C Organize information. Organizing information helps you communicate your message to your audience in a meaningful way. One way to organize information is to write down key points on notecards (index cards). Then, you can place the cards in the order of their importance or categories. The advantage to using notecards to organize information is that you can move them around and reorganize as needed. When you have the information in the order that you want it in, you can efficiently write an outline, report, manual, or article, or prepare a presentation. Placing key points on notecards and placing the cards in a certain order will not help you access files, revise facts, or verify the information's accuracy.

Which of the following is an effective strategy for identifying important information while reading: A. Skimming the text instead of reading it all word for word B. Skipping the preface and introduction to spend more time on the main content C. Paying special attention to headings, titles, and graphics D. Reading only the first and last paragraphs of the text

C Paying special attention to headings, titles, and graphics. One of the best strategies for extracting important information from a text is to pay attention to headings, titles, and graphics. These elements often point the reader to the main issues presented in the text and can help the reader better comprehend the information s/he is reading. It would be unwise to skip or simply skim any portion of a text. Important information could be presented in any section, including the preface or introduction.

Betty is hard working, but she often comes to work in clothes that are spotted or wrinkled. Which of the following is the most likely reason why Betty has never been promoted? A. Job attitude C. Personal appearance B. Lack of skill D. Interpersonal relationships

C Personal appearance. Employers are interested in workers who can display a positive impression of their company to others. This is reflected in appropriate grooming, health, and dress. Betty's poorly maintained clothing shows her lack of pride in herself and the company. Promotions go to people who not only consistently do the job but look the part. Betty's job attitude and skills are acceptable since she is described as hard working. Her ability to get along with others was not discussed.

Paul is responding to an inquiry he received in the mail. His response includes some good news and some bad news. How should he structure his response in light of the bad news? A. Place the bad news in the post-script (P.S.) section of the response. B. Place the bad news at the beginning and the good news in the closing paragraph. C. Place the good news at the beginning and the bad news in secondary position(s). D. Give more space to bad news than good news to emphasize urgency.

C Place the good news at the beginning and the bad news in secondary position(s). Bad news stands out, and so while he needs to honestly share bad news, it should be handled with care or else it will eclipse the good news. To do this, good news should always be used at the beginning and be allocated more space than bad news. If a post-script is used, it should contain good news since it will be the last impression for the reader. Negative or bad information is not always urgent.

Which of the following is an example of an integrated software application: A. SMS C. Point-of-sale B. Java D. URL

C Point-of-sale. There are many point-of-sale software applications that enable businesses to perform a variety of functions beyond the point of sale. Some of these functions include placing orders, controlling inventory, placing special orders, etc. SMS is an abbreviation for short messaging service and is used to send text messages on a variety of cell phones. Java is a computer-programming language. URL or uniform resource locator is the website's web address.

A business advertises, "Prove to us that you can buy it cheaper somewhere else, and we'll meet the lower price." This is an example of which of the following competitive techniques: A. Price fixing B. Discounts C. Price matching D. Rebates

C Price matching. Price matching is a trend among some discount businesses to attract and hold customers by meeting competitors' prices. Price fixing is an illegal practice that occurs when businesses agree on prices of their goods or services, resulting in little choice for the consumer. Rebates are refunds usually offered by the manufacturer of the product. Discounts occur when businesses deduct an amount from the price of a product at the time of purchase.

Which of the following statements regarding problems is accurate: A. You should seek assistance to solve all problems. B. You should plan for every problem in advance. C. Problems come in all shapes and sizes. D. Problems are situations where things are going your way.

C Problems come in all shapes and sizes. Some problems are minor inconveniences, while others are lifechanging events. While it is wise to seek assistance to solve serious, complicated problems, you can handle small problems like spilling a glass of milk on your own. While it would be great to plan for every problem in advance, it's simply not possible. There are some problems that no amount of planning can prepare you for entirely. Problems are sometimes referred to as situations where things are not going your way

Operations activities are most closely related to a business's A. taxes. B. name. C. product. D. location.

C Product. Operations activities are most closely related to a business's product. The product a business makes or provides affects every aspect of operations. A business's name, taxes, or location are not as directly related to its operations activities.

Employees who value differences in the workplace are more satisfied and increase the company's A. benefits. B. workforce. C. productivity. D. assets.

C Productivity. Workers who feel good about the workplace are more motivated and more productive. This means that both the workers and the business benefit, since greater productivity usually means more income for the workers and more profits for the business. Assets are the property owned by the company, such as real estate, equipment, and inventory. Workforce is the total number of workers employed by a company. Benefits are the extras provided by businesses, such as vacation time, sick leave, retirement, medical insurance, and stock options.

Before sending a professional email message to a business associate, a businessperson should A. make sure that the message is typed in capital letters. B. code the message's importance as "high priority." C. proofread the message for spelling and grammatical errors. D. insert a vague statement in the message subject line.

C Proofread the message for spelling and grammatical errors. Although many people view email as an informal method of communication, it is a vital communication tool in today's business world. Therefore, it is important to maintain a professional tone when developing business-related emails. The text in a professional email should contain proper grammar and correct spelling. To ensure that the message does not contain spelling and grammatical errors, the businessperson should proofread the message and make necessary corrections before sending the message to the intended receiver. Only the most critical email messages should be sent as high priority messages. Capitalizing all of the letters in the text often implies an angry tone, so this practice should be avoided. Although the subject line should be brief, it should contain enough information for the message recipient to determine the message content. If the subject line is too vague, the recipient may delete the message before reading it.

Individuals are most likely to require the services of a mortgage company when they want to A. invest in the stock market. B. acquire liability insurance. C. purchase real estate. D. earn interest on savings.

C Purchase real estate. Mortgages are loans specifically designed for the purchase of real estate—land, residences, and other types of buildings. Individuals may want to purchase a home to live in or an apartment building to lease to others. Apartment buildings allow individuals to generate income by renting apartment space to others. To transfer risk, individuals purchase various types of insurance from insurance companies. To invest in the stock market, an individual is likely to consult with a stockbroker or a financial planner. Deposit-taking institutions (e.g., retail banks) provide savings accounts on which individuals can earn interest.

Two years ago, Tommy borrowed $12,500 from his bank to purchase a new vehicle. Unfortunately, he lost his job about a year ago, and he hasn't been able to make a payment on the loan for six months. As a result, the bank is taking steps to seize his automobile. This is called a A. forbearance. B. foreclosure. C. repossession. D. debt consolidation.

C Repossession. When a borrower defaults (fails to pay for an extended period of time) on his/her loan, the lender—in this case, Tommy's bank—may choose to claim the collateral—Tommy's car—that was used to secure the loan. Tommy will no longer be expected to pay on the loan, but he also will no longer have his vehicle. Foreclosure is similar to repossession, but the term is used strictly to refer to the seizure of a mortgaged property, usually a house or other type of real estate. Forbearance is an agreement between a mortgagee and a mortgager to delay foreclosure proceedings. A debt consolidation involves taking out a new loan to pay off multiple other loans and debts.

If a leader takes ownership of a problem, makes sure it is fixed, and takes steps to prevent it from happening again, s/he is demonstrating A. flexibility. B. adaptability. C. responsibility. D. social awareness

C Responsibility. Fulfilling one's obligations in a dependable, reliable manner is known as responsibility, and it is an important leadership characteristic. When a leader is responsible, s/he takes ownership of problems, makes sure they are fixed, and takes steps to prevent them from happening again. Flexibility, also called adaptability, is the ability to adapt to changes as they occur. Social awareness is the ability to know and understand others' emotions; it is part of emotional intelligence.

How can a consumer find evidence of fraudulent credit accounts opened in his/her name? A. Obtain his/her credit score from a credit bureau. B. Review credit card statements for unauthorized activity. C. Review credit reports for the creation of unauthorized credit accounts. D. Contact his/her credit card company and ask if fraud has been detected.

C Review credit reports for the creation of unauthorized credit accounts. Since credit reports contain all of a consumer's credit activity, they can reveal any unauthorized use of credit. Credit scores are not immediately impacted by fraudulent activity since they are only updated once every 30 days. Credit card statements and credit card companies can only provide information about transactions made with them.

Fracton Enterprises and Garland Manufacturing are identical businesses that are supplied by Alta Wholesale. Fracton provides a holiday party for its suppliers, while Garland does not. Because of the holiday party, Alta Wholesale charges Fracton less for its merchandise than it charges Garland for purchasing the same quantity of merchandise. Which government regulation of competition is Alta violating? A. Sherman Antitrust Act B. Clayton Act C. Robinson-Patman Act D. Celler-Kefauver Antimerger Act

C Robinson-Patman Act. The Robinson-Patman Act prohibits price discrimination and states that all businesses purchasing similar amounts and types of products should be charged the same price. Because the two businesses purchase the same amount of merchandise, Alta is discriminating against Garland. The Clayton Act prevents specific business actions that might restrict competition such as exclusive agreements. There are no exclusive or tying agreements in this case. The Sherman Antitrust Act prevents monopolies from forming and hinders price fixing (all businesses charging the same price). There are no monopolies or price fixing involved in this case. The Celler-Kefauver Antimerger Act protects competitors from takeovers if the acquisition would hinder competition. There is no takeover situation in this case.

Businesses develop specific policies in order to increase their A. company benefits. C. sales and profits. B. employees' morale. D. inventory levels.

C Sales and profits. Business policies are developed not only to meet the wants and needs of customers, but to make a fair profit for the company. Business policies are not directed toward increasing inventory levels, employee morale, or company benefits.

To take responsibility for your decisions and actions, it's important to build your self-confidence and A. work portfolio. B. grades. C. self-esteem. D. physical fitness.

C Self-esteem. To take responsibility for your decisions and actions, it's important to build your selfconfidence and self-esteem. Self-esteem is respect you have for yourself. When you respect yourself, you want to take responsibility for your life. Good grades, a strong work portfolio, and physical fitness are wonderful things, but you can still take responsibility without having them.

Paul is a 45-year-old manager of a large company who makes offensive, gender-related comments to Elizabeth, a 28-year old buyer, who has been with the company for six months. Paul's behavior violates Elizabeth's workplace rights because he is engaging in A. age discrimination. B. cultural supremacy. C. sexual harassment. D. ethnocentrism.

C Sexual harassment. Sexual harassment is any unwelcomed sexual remarks, advances, conduct, or requests. Employees have certain rights in the workplace, including the right to not be sexually harassed by other employees and managers. The example is not age discrimination, cultural supremacy, or ethnocentrism.

. Which of the following is a way that you can use nonverbal communication to express your approval of an idea: A. Making a fist B. Folding your arms C. Smiling broadly D. Raising your eyebrows

C Smiling broadly. Nonverbal communication uses body language to express feelings or opinions without words. A broad smile is an indicator of approval and/or agreement with what is happening or being said. All of the other alternatives are forms of body language that have a negative context.

If a business wants to send a mailing to customers in specific geographic regions, it should set the database query to sort its customer information by A. name. B. sales volume. C. state. D. street number.

C State. A database software program allows a business to sort customer information by various criteria— customer name, sales volume, customer type, zip code, etc. Queries are database fields that the business uses to sort the data. The type of data that the business wants to retrieve or analyze determines the database query (sorting mechanism) that the business uses. To obtain a list of customers in specific geographic regions, the business should sort by state. Depending on the business's needs, it may also use zip code, city name, or country to sort by geographic location. Sales volume, customer name, and street numbers are not queries that will sort customer information by geographic location.

Which of the following is an example of an ownership investment: A. Money market accounts B. Certificates of deposit (CDs) C. Stocks D. Savings accounts

C Stocks. When people buy a company's stock, they are, in effect, becoming an owner of a piece of that company. Certificates of deposit, money market accounts, and savings accounts are examples of lending investments.

Which of the following things should an employer do to prevent security breaches from occurring: A. Allow all employees to have access to personal information. B. There is no way to prevent security breaches from occurring. C. Store information on highly secure computer systems. D. Collect complete personal information from customers.

C Store information on highly secure computer systems. There are measures businesses can take to prevent security breaches. To keep private information secure, businesses should store it on computer systems that are not easy for unauthorized people to access. Not all employees should have access to personal information; instead it should only be available to the employees who need it. Businesses should only collect the minimum amount of information that is necessary.

In addition to purchasing, Sherita's job responsibilities include developing partnerships and alliances with suppliers, watching for business threats and opportunities, and looking for ways to improve processes. Sherita is involved in A. marketing planning. B. negotiation. C. strategic planning. D. productivity

C Strategic planning. When a purchasing specialist develops partnerships and alliances with suppliers, watches for business threats and opportunities, and looks for ways to improve processes, s/he is engaging in strategic, long-term planning for the company. Negotiation is the process of one party reaching an agreement with another party to meet specific needs and wants. Marketing planning involves developing strategies for attracting the target customer to a business. Productivity is the amount and value of goods and services produced from set amounts of resources.

Determine whether the following statement is true or false: Employees must be taught how to use equipment properly and the potential dangers of not doing so. A. True; well-trained employees always use safety precautions. B. False; employees know which equipment is dangerous and which is not. C. True; the business is responsible for creating a safe work environment. D. False; employees understand the hazards of misusing equipment.

C True; the business is responsible for creating a safe work environment. When there is potentially dangerous equipment in the workplace, employees should be instructed in the safe use of the equipment and the potential danger to themselves and others of not doing so. Even when such training is given, employees may become careless or forget to use safety precautions. It is not always obvious that equipment can be hazardous.

Matt is balancing his checkbook for the first time. He compares the checks he has written over the last month with those listed on his statement and finds that all of his checks have cleared. Next, he verifies that his latest paycheck, which he deposited the previous day, is on the list. It is not, so he adds it to his statement balance. After this, he should A. call the bank for a new statement. B. subtract any interest. C. subtract fees and charges. D. consider everything done.

C Subtract fees and charges. To complete checkbook balancing, Matt needs to subtract fees and charges. Some financial institutions charge a monthly fee on bank accounts, especially those with less than a certain balance. They also have charges for new checks, bounced checks, etc. All of these charges must be subtracted from the balance in the check register to obtain an accurate monthly balance. Interest is added to, not subtracted from, the check register balance. Matt does not need to call the bank for a new statement just because the latest deposit is not on his current statement. He does need to subtract fees and charges and add any interest before he can consider everything done.

What should a business employee do immediately after taking a telephone message for a coworker? A. Contact a supervisor B. Write an inquiry C. Thank the caller D. File the information

C Thank the caller. Answering the telephone and taking messages for coworkers is often part of an employee's everyday routine. It is important for the employee to properly handle the call, and this involves thanking the caller. In many cases, the caller is a customer who is leaving an important message. Therefore, the person taking the call should always thank the caller for contacting the business. The employee taking the message should obtain the necessary information, but does not need to write a detailed explanation or write an inquiry. It is usually not necessary to contact a supervisor unless there is a problem that must be addressed immediately. It is not appropriate to file the information.

When Caroline explains the company's rules of conduct to a new employee, she should also explain A. who developed the rules. B. the specific reasons for having all the rules. C. the consequences of breaking the rules. D. when the rules were implemented.

C The consequences of breaking the rules. The rules of conduct outline a company's policies, procedures, and expectations regarding employees' behavior in the workplace. By explaining the rules and the consequences of not following them, employers are making sure that employees understand what is expected of them and what will happen if they break the rules. Depending on the situation, the consequences of breaking the rules might include a reprimand, suspension without pay, or dismissal. Why, who, and when the rules were developed are not important facts to discuss with new employees.

It is best to organize a report in chronological order when the subject matter is A. appeal based. C. time-oriented. B. based on opinion. D. problem-oriented.

C Time-oriented. Chronological order presents information in time sequence. It is useful to use a chronological format when describing historical information, sales figures, or processes. When writers use this format, they describe steps or events in the sequence in which they occur, which helps the readers understand the content because it is presented in a logical manner. Reports that are organized in chronological order may address problems, include opinions, or try to persuade (appeal to) audiences to take a certain course of action—depending on the purpose of the report.

For financial information to be relevant, it must also be A. digital. B. certified by an auditor. C. timely. D. perfect.

C Timely. For financial information to be useful, it must be relevant (applicable to its users' purposes), and to be relevant, it must also be timely (up to date). Financial information does not necessarily need to be certified by an auditor, presented digitally, or perfect to be considered relevant.

Why do advertising agency account executives often participate in meetings and problem-solving groups? A. To place ads in local newspapers B. To schedule production facilities C. To develop ad campaigns for clients D. To write copy for promotional brochures

C To develop ad campaigns for clients. Account executives often participate in meetings with clients and other advertising agency staff to develop ad campaigns for the clients. The purpose of the meeting is to identify the clients' advertising needs, discuss ways of satisfying those needs, and design a successful campaign. In many cases, there are problems to solve because the client may have a limited advertising budget or specific requirements for the campaign. Account executives usually do not schedule production facilities. Media buyers are responsible for placing ads. Copywriters write copy for promotional brochures. These activities often take place after the meeting phase in order to implement the ad campaign.

Why does Dan order extra copy paper, Post-it notes, and printer ink cartridges for the department when he places an order for office supplies? A. To meet minimal expectations C. To prevent stockouts B. To ensure product quality D. To reduce the need to forecast

C To prevent stockouts. Safety stock or buffer stock are extra items ordered to prevent stockouts. When supplies are out of stock, the employees do not have the tools to perform their jobs. Many businesses have policies to order a certain level of extra items to avoid stockouts. Ordering extra supplies will not ensure product quality or reduce the need to forecast usage. Dan would only order exactly what is needed if he were ordering to meet minimal expectations.

In what type of market structure is it usually the most difficult for businesses to develop and grow? A. Mixed C. Traditional B. Capitalist D. Socialist

C Traditional. A traditional economy is a system in which people produce only what they must have in order to exist. As a result, there is very little opportunity for businesses to develop and grow because the people do not have additional income to spend on consumer goods. Many undeveloped countries have traditional economies. However, some businesses are attempting to enter this market structure. For example, the tourism industry is expanding into undeveloped countries which may lead to those countries having a different type of market structure in the future. It is not difficult for businesses to develop and grow in capitalist, mixed, or socialist market structures.

What federal law must businesses follow when they offer revolving charge accounts and send customers updated statements showing the status of their accounts? A. Fair Credit Billing Act B. Equal Credit Opportunity Act C. Truth-in-Lending Act D. Fair and Accurate Credit Transactions Act

C Truth-in-Lending Act. The Truth-in-Lending Act requires businesses to provide credit customers with all the information that applies to their accounts and send customers regularly updated statements showing the status of their accounts. The purpose of the Equal Credit Opportunity Act is to make the granting of credit fair by prohibiting the denial of credit based on the applicant's gender, race, age, marital status, or national origin. The Fair Credit Billing Act requires businesses that extend credit to respond within 30 days to any customer's complaint or inquiry about a billing error. The Fair and Accurate Credit Transactions Act gives consumers the right to inspect the files of their credit history at any credit agency and to have any mistakes corrected.

Chris is at the grocery store deciding between two very similar candy bars. One is $1.50, and the other is $3.00. He decides to buy the $1.50 candy bar because it is cheaper. Chris is using money as a ____________ to make his decision. A. store of value B. medium of exchange C. unit of measure D. commodity

C Unit of measure. Money can serve as a unit of measure to determine or compare the relative worth of different products. Chris compares the monetary value of the two candy bars and selects the less expensive one. While money does serve as the medium of exchange in this example, the fact that Chris is using money instead of some other medium of exchange does not directly impact his decision. Money would serve as the medium of exchange even if he purchases the more expensive candy bar. Store of value means that money can be held over time and still have purchasing power at a later date. The money that Chris is using is not a commodity because it does not have another use.

. Mason Publishing included the following statement in a newsletter that was sent to its sales staff about its new tablet: CEO Lucinda Marcelli said, "This product supports our ongoing efforts to revolutionize the ways in which students across the country learn." This is an example of A. paraphrasing a comment to explain specific product benefits. B. including a quotation to introduce an item during a sales meeting. C. using a quotation to communicate product information. D. summarizing the features of a new item by using a testimonial.

C Using a quotation to communicate product information. In this situation, the quotation provides the reader with information about the product's purpose—to help students learn in new ways. The CEO may have made the statement at a sales meeting, but there is not enough information provided to determine when or where she said it. Because the statement is placed in quotation marks, it is written exactly as it was spoken, rather than paraphrased. A testimonial is a statement by an identified user of a product proclaiming the benefits received from the use of the product. The statement does not provide any information about the product's features, nor does it provide enough information to determine if the CEO has actually used the new product to provide a testimonial.

Megan is working with a group member who's explaining her part of a project. Megan wants to make sure her group member knows she's listening, so she says things like, "I see," "Okay," and "I understand." Which active listening skill is Megan demonstrating: A. Paraphrasing the message to test her understanding B. Repeating critical information C. Using a verbal acknowledgement response D. Collecting all the information possible

C Using a verbal acknowledgement response. In one-on-one or small group conversations like Megan's, a short verbal response lets the speaker know you are paying close attention. By saying things like, "I see," or "Uh-huh," you let the other person know that you're actively listening. Repeating critical information is another important active-listening skill that involves repeating things like phone numbers, names, or web addresses. When you paraphrase the message, you repeat what the other person said, but in your own words. When you collect all the information possible, you observe gestures, interpret body language, and listen to the person's tone of voice. All of these are important active-listening skills, but they aren't what Megan is doing in this example.

What type of information may be listed in the work experience section of a résumé if the person has had only a few paying jobs? A. Career objectives B. Technical training C. Volunteer positions D. Personal references

C Volunteer positions. Some job applicants, especially recent graduates, do not have a lot of paid job experience. It is acceptable for them to list unpaid or volunteer positions in the work experience section of their résumés. Volunteer positions indicate job experience and levels of responsibility even if the positions were unpaid. Technical training should be listed in the educational background section. Career objectives and references are separate sections of résumés.

Every two weeks, Jana receives an automatic deposit in her checking account from her employer for work she has performed. This is an example of which form of income: A. Interest C. Wages B. Rent D. Dividends

C Wages. A common source of income is the money a person earns for work that s/he performs. This source of income is a worker's wages. Businesses usually pay their employees at regular intervals, such as every week or every other week. In many situations, the businesses will deposit the employee's wages in their savings or checking accounts rather than pay them by check. Rent, interest, and dividends are other sources of income that are not associated with the work that an employee performs.

What do you need to know in order to differentiate between consumer and industrial goods or services? A. Who sold the product and at what price? B. Who produced the product? C. Who bought the product and for what purpose? D. Who bought the product?

C Who bought the product and for what purpose? An industrial good is one purchased by a business for commercial use. A consumer good is one purchased by an individual for personal use. Price and source do not affect this distinction.

Written communication is less effective when readers must A. find the information they need within the communication. B. follow the writer's logical train of thought. C. work to understand what the communication means. D. spend a minimum amount of time reading the communication.

C Work to understand what the communication means. Effective written communication presents information in a clear, easy-to-read style so that readers do not have to try to figure out what the communication is all about. Readers should be able to grasp the communication's message in a minimum amount of reading time. Written communication should follow a logical train of thought, and readers should be able to find the information they need within the communication.

Which of the following is a true statement about developing self-understanding: A. No one else can help you identify your interests. B. Self-understanding and self-information are the same. C. You can learn as much from your failures as you can from your successes. D. Choosing a career should be based on your current skills and talents.

C You can learn as much from your failures as you can from your successes. Both your failures and your successes tell you things about yourself. You should pay attention not only to what you do well but to what you do less well. Self-understanding and self-information are not the same. You need selfinformation in order to develop self-understanding. There are tests available that will help you identify your interests. Choosing a career should not be based only on your current skills and talents but also on your interests and abilities.

Using words such as "and", "or", and "not" when searching the web allows you to: A. use the stem of a word to search for variations of the word B. find terms that are near each other rather than right next to each other C. look for your term anywhere within a web page or article D. combine different search terms in various ways to find more targeted results

D Combine different search terms in various ways to find more targeted results. Boolean operators are words such as "and," "or," and "not" that allow you to combine different search terms in various ways to find more targeted results. Adjacency searching allows you to find terms that are near each other rather than right next to each other. Keyword searches look for your term anywhere within a page or article. Truncation involves using the stem of a word and allowing for any variations of that word.

Which of the following is a benefit of supply chain management A. increased risk B. more complex processes C. low inventory costs D. cost savings

D Cost savings. Supply chain management is the process of getting products into the marketplace and overseeing the flow of goods from production to consumption. Supply chain management can help organizations save money by making the organization more efficient, reducing waste, and cutting overhead costs. Supply chain management should not necessarily make processes more complex. Supply chain management usually ensures that inventory levels are not too low. Finally, supply chain management usually mitigates risk rather than increasing it.

Which of the following is a true statement regarding creativity A. creative people often struggle to be resilient B. people who are creative generally aren't logical C. creativity involves being musically and artistically gifted D. creative people are accepting of ambiguity and uncertainty

D Creative people are accepting of ambiguity and uncertainty. Creativity is often associated with flexibility, which means that those who are creative are often more accepting of ambiguity and uncertainty. People who are creative can sometimes be logical as well. Some people express creativity through music or art, but creativity can be expressed in a variety of different ways. Finally, creative people tend to be resilient.

Dmitri is building a new website. Which of the following does he need to register to obtain a web address for his new site: A. street address B. web host C. site builder D. domain name

D Domain name. The domain name that Dmitri registers will be the unique address of his new website. A web host allows a website owner to make his/her site accessible via the Internet. A site-builder is a program including templates and software to create the layout and design of a website. Web addresses are usually picked based on a company name or other important identifier, rather than the company's street address.

Which of the following is the most cost-effective way for companies to prevent equipment from failing or breaking A. turning equipment off when not in use B. purchasing the best equipment available C. allowing employees to use equipment D. maintaining equipment on a regular basis

D Maintaining equipment on a regular basis. Regular maintenance can prevent equipment from breaking down. Even the best equipment requires maintenance to prevent failures or breakdowns. Allowing employees to use the equipment would likely cause more failures and breakdowns, not prevent them. Turning equipment off when not in use can help reduce utility costs but does not necessarily prevent failures and breakdowns.

Which management function lays the groundwork for all of the other management functions? A. directing B. organizing C. staffing D. planning

D Planning. The planning function is the management function that lays the groundwork for all of the other management functions. Organizing, staffing, directing, and controlling decisions are based on the plans the business has established.

A successful soft drink company was run out of business by a competitor that used the same recipe to create a cheaper version of the same drink. What should the company have done to prevent this from happening? A. protected the recipe as a patent B. obtained a trademark C. obtained a copyright D. protected the recipe as a trade secret

D Protected the recipe as a trade secret. Trade secrets are pieces of confidential business information that give companies a competitive advantage. A recipe is an example of a trade secret that could have protected the soft drink company from competitors. Trademarks are symbols, words, logos, or names that cannot be used by other companies. Copyrights are protections for authors of original works. Patents are protections for new inventions.

What is most likely to happen if a purchaser negotiates lower prices for raw materials? A. communication processes will be improved B. the company will be limited in which type of materials can be purchased C. increases in productivity will lead to higher costs D. the company will be able to purchase more materials and increase production.

D The company will be able to purchase more materials and increase production. If a purchaser is able to negotiate lower prices for the necessary raw materials, the company will be able to purchase more materials for the same amount of money. Therefore, the company will be able to produce more products. Negotiating lower prices would not necessarily limit the type of materials that can be purchased. Increases in productivity do not necessarily lead to higher costs. Finally, communication processes do not necessarily improve based on the negotiation of lower prices.

Mel struggles to manage her time at work. Which of the following techniques could her improve her time-management skills? A. attempt to multitask at all times B. refuse to delegate any of her work to others C. only set easy, short-term goals D. use monthly, weekly, and daily to-do lists

D Use monthly, weekly, and daily to-do lists. A weekly master to-do list could help Mel improve her time- management skills by allowing her to prioritize and break down objectives into a manageable amount of work. Refusing to delegate work is not an effective way to manage time. Delegating can help make sure the work gets done by other capable colleagues. Mel should set both short-term and long-term goals to help her overall time management. Finally, attempting to multitask all of the time is not effective because no one task is receiving the attention it requires.

Brandon has been given a 385-page report and does not have time to review the entire document, but he does need to understand specific information that is included in the report. What section of the report will guide Brandon to the information he needs? A. Analysis B. Bibliography C. Appendices D. Table of contents

D Table of contents. When trying to locate specific information from a lengthy document or a book, it often saves time to first look at the table of contents. The table of contents is the portion of the text in which the sections are listed with their page numbers for easy access. For example, if Brandon wants to obtain information about industry trends, he can look at the table of contents, find the section that discusses trends, and turn to the designated page of the document to read the desired information. The bibliography contains the citations or sources used to construct the primary document. The appendices are the segments added to the end of the primary document that include supporting information. Some research reports contain an analysis of the document's contents or research. By looking at the table of contents, the reader can determine if the desired information is included in the appendices or analysis sections of the report.

Which of the following comments by a supervisor is an example of destructive criticism: A. "If you try to work when you have such a cold, you may give it to customers." B. "Try both methods and decide which works better." C. "I would prefer that you do the job this way." D. "You must be stupid if you don't know how to do that by now."

D "You must be stupid if you don't know how to do that by now." Destructive criticism not only points out mistakes but includes a personal attack on the individual. In this case, the supervisor has called the employee stupid, which is insulting. All of the other comments are examples of constructive criticism given to help an employee improve.

If you and your teammates cooperate with each other and you feel like you're "all in this together," you benefit from shared A. reflection. B. competition. C. innovation. D. accountability.

D Accountability. When you share accountability with your team, cooperation increases. Nobody is at risk of being singled out as a failure, and team members are equally accountable in both positive and negative situations. Competition isn't likely to increase if you and your teammates cooperate with each other. Instead, you should be working together towards a goal. Innovation is one of the many advantages of working as a team, but it isn't necessarily related to accountability. Reflection is an important quality for a good team member to have because it helps you learn from your mistakes. It isn't related to cooperation, though.

. It is effective to follow a step-by-step order when applying written directions to A. take notes. B. give commands. C. read materials. D. achieve tasks.

D Achieve tasks. Business employees often are expected to apply written directions to achieve tasks, such as operating a new piece of office equipment. When applying written directions, it is effective to follow a step-by-step order to be able to perform the task correctly. Most written directions are explained in a step-by-step way because they must be performed in a certain order. Employees do not apply written directions to give commands, read materials, or take notes.

Once you know your group's purpose, what should you do next? A. Contribute in a useful way B. Find out what people know about the subject C. Volunteer a new idea D. Agree on ground rules

D Agree on ground rules. Once you know your group's purpose, you can (as a group) lay some simple ground rules for appropriate behavior during the discussion. Finding out what people know about the subject and contributing in a useful way occur later in the process. Volunteering a new idea is a discussion tool for contributing in an open-minded way.

What element of voice is important in order to communicate effectively with others? A. Documentation B. Vocabulary C. Grammar D. Articulation

D Articulation. Articulation is speaking distinctly and clearly and pronouncing words precisely. Proper articulation is important in order to communicate exactly what you are trying to say to others. To have a good speaking voice, you should use proper articulation and avoid mumbling, slurring, or mispronouncing words. Grammar is the rules of language. Vocabulary is a list or collection of words. Documentation is the use of printed materials to substantiate facts.

Lucia, a business owner, just hired a new employee. What is one thing she should be sure to do on the employee's first day? A. Let the employee work on trivial tasks for a few days so that s/he can ease into working. B. Start the new employee on work right away so that s/he becomes accustomed to his/her job duties. C. Provide the new employee with all the details of every project s/he will be working on. D. Assign the new employee a mentor who can answer any questions s/he may have.

D Assign the new employee a mentor who can answer any questions s/he may have. One simple way to make an employee feel comfortable is to assign a mentor. The mentor doesn't need to be the employee's direct supervisor—it just needs to be someone who can show the new employee the ropes. It will help the new employee to have one ready-made friend who can show her/him around. Lucia should provide some sort of orientation for the new employee before s/he starts working. There are many important things the employee will need to know about the company's policies and his/her benefits. Although it is important to make sure the employee has information about the projects s/he is working on, Lucia won't want to overwhelm the new employee with too much information on the first day. It's also important not to give the employee busy work that doesn't fit into his/her job description. After all, that's not why the employee was hired, and this won't help the new employee become more comfortable at work.

Tim works as an accounts-receivable clerk at a large law firm. In the past week, he has had problems with the computer system freezing up, crashing, and losing data. To work toward resolving the problem, Tim needs to talk with his manager. Tim's manager is most likely to be A. Juan Sanchez, the payroll specialist. B. Cynthia Sanford, the vice president of finance. C. Samantha Beckham, the accounts-payable clerk. D. Bob Crawley, the accounting manager.

D Bob Crawley, the accounting manager. The chain of command is the flow of authority within an organization. Levels of authority are often determined by the business function. In the example, Tim works as an accounts-receivable clerk in the accounting department; therefore, his direct manager is most likely the accounting manager. If Tim is having issues that affect his ability to perform his work, he would most likely talk with Bob Crawley. The accounting manager is likely to speak with the IT manager to get the computer problem resolved. Bob Crawley is most likely to report to the controller or perhaps the vice president of finance, Cynthia Sanford. The accounts-payable clerk and the payroll specialist are Tim's coworkers. It is likely that Samantha and Juan report directly to the accounting manager, Bob Crawley.

Being exposed to conflicting viewpoints can help you A. earn more money at work. B. improve your social standing. C. decrease your workload. D. broaden your horizons.

D Broaden your horizons. Being exposed to conflicting viewpoints can help you broaden your horizons by opening your mind to new ideas that you may not have considered before. Being exposed to conflicting viewpoints cannot necessarily improve your social standing, decrease your workload, or help you earn more money at work.

Which of the following is most likely to affect a project's planning process: A. Advertising C. Hiring procedures B. Employee benefits D. Budget

D Budget. The amount of money you have available determines what you can and cannot do. If you plan to do more than you can afford, your project likely won't succeed. You might run out of funds before the project is complete. Employee benefits, hiring procedures, and advertising are not as likely to affect a project in the planning stages.

Administrative support, operations management, and human resources management are types of __________ careers. A. agriculture, food, and natural resources B. government and public administration C. science, technology, engineering, and mathematics D. business management and administration

D Business management and administration. The business management and administration career cluster includes careers in administrative support, business information management, general management, human resources management, and operations management. The government and public administration career cluster includes careers such as foreign service, national security, and governance. The science, technology, engineering, and mathematics career cluster includes careers in science, technology, engineering, and mathematics. The agriculture, food, and natural resources cluster includes careers in areas such as animal systems, natural resources systems, and agribusiness.

In the marketing concept, whose point of view matters most? A. Marketer's B. Seller's C. Planner's D. Buyer's

D Buyer's. The buyer's point of view matters most because the marketing concept says that the customer's point of view is the starting point for marketing decision-making. The seller's, planner's, and marketer's points of view can be distinctly different from the buyer's and are not used to begin the marketing process.

Candace accidentally opens an email sent by her employer with a subject line titled "Confidential information for Alyssa." What should Candace do? A. Ask Alyssa if she was expecting an important email. B. Read it and share the information with Alyssa. C. Forward the email message to Alyssa. D. Close the email and tell her employer what happened.

D Close the email and tell her employer what happened. To maintain confidentiality, it's important to avoid reading information meant for someone else. It's also important for Candace to inform her employer, so her employer can deliver Alyssa's information privately and take any actions needed to maintain confidentiality. Reading, forwarding, or talking to Alyssa about her confidential email is unethical because it invades her right to privacy.

Which of the following is an essential element of responsible behavior: A. Positivity B. Hopefulness C. Decisiveness D. Compassion

D Compassion. Compassion for others is an essential element of responsible behavior. Part of compassion is treating others with kindness and respect, even if they are different from you. Hopefulness, decisiveness, and positivity are all wonderful traits, but they are not essential elements of responsible behavior.

Lodging facilities install Internet firewalls to protect their confidential information from A. web rings. B. binary users. C. frugging activities. D. computer hackers.

D Computer hackers. Firewall hardware and software reduce risks associated with computer hacking. Computer hacking is the illegal practice of accessing computer data (e.g., customers' credit card numbers) without authorization for fraudulent purposes. Binary is a technical term that describes a twodigit numerical system that computers use to store data. A web ring is a method used to link related web sites. Frugging is a practice in which marketers deliberately mislead consumers by stating that they are collecting marketing research, when they are really soliciting donations. Lodging facilities do not install Internet firewalls to protect their confidential information from binary users, frugging activities, or web rings.

Why is it important to select an occupation that matches your aptitudes? A. Selecting a career based on your aptitudes will require less time in college. B. Matching aptitudes to careers leads to the highest possible income. C. A positive aptitude will allow you to succeed in any career. D. Considering your aptitudes will make achieving your career goals realistic.

D Considering your aptitudes will make achieving your career goals realistic. An aptitude is your potential for learning a skill. It is similar to having a knack for something. Pursuing a career in an area that comes naturally to you will make it more realistic to achieve your career goals. Though matching aptitudes to a career is likely to lead to career success and satisfaction, it does not consider income. Aptitudes are neither positive nor negative. Each person has a different set of aptitudes. Time spent in college is not necessarily affected by aptitude. As an example, although a person has an aptitude for medicine, s/he must still complete college and medical school.

The Putnam Company requires its employees to use the Modern Language Association (MLA) stylebook when writing business documents because it provides A. accuracy. C. flexibility. B. creativity. D. consistency.

D Consistency. Many businesses and industries develop documents using a specific style, which entails following certain writing standards. By using a specific style, all of a business's or an industry's documents are consistent throughout the company or field. Writing styles provide guidance to the writers in regard to the correct usage of mechanical elements (e.g., punctuation) but do not provide creativity or flexibility. Stylebooks cannot verify the accuracy of the document's contents.

What should employees in today's changing world do to prevent their skills from becoming obsolete? A. Change jobs frequently B. Modify personal behavior C. Delegate responsibility D. Continue their education

D Continue their education. Employees need to continue learning and improving their skills in order to keep up with changes in technology. For example, many businesses are replacing existing equipment with advanced models that are more complex or perform more operations. Employees need to be willing to learn the skills necessary to operate advanced equipment because their former skills are obsolete. Employees should not change jobs frequently. Modifying personal behavior will not necessarily prevent employees' skills from becoming obsolete unless they also continue their education. Many employees are responsible for performing specific tasks and are not able to delegate that responsibility to others.

Which of the following is a question you should ask yourself to determine whether you're facing a problem or a true ethical dilemma: A. Is money at stake? B. Could someone be unhappy? C. Is there an easy or hard choice? D. Could someone be hurt?

D Could someone be hurt? Three questions you can ask yourself to figure out whether what you're facing is simply a problem or a true ethical dilemma are: Could someone be hurt? Is there a right and wrong choice? Are ethical principles being violated? People can be unhappy with decisions made in ethical dilemmas and regular problems. Ethical dilemmas are not determined by whether the choices are easy or hard or whether there is money at stake.

Which of the following is a computer-software technology that helps a business automate and track its sales, marketing, and service efforts: A. Automated Clearinghouse (ACH) B. Materials requirements planning (MRP) C. Computer-aided engineering (CAE) D. Customer relationship management (CRM)

D Customer relationship management (CRM). A variety of computer software helps businesses streamline their business processes and increase their efficiency levels. CRM software organizes and stores information about the business's customers and prospective customers. The software facilitates the business's ability to build ongoing relationships with their customers. A business's manufacturing or production functions use materials requirements planning (MRP) software. Computer-aided engineering (CAE) software is useful for product development. Businesses use automated clearinghouse (ACH) software for financial purposes, particularly banking activities.

Most businesses stress to their sales force that the most important person is the A. supervisor. B. wholesaler. C. manager. D. customer.

D Customer. Positive relations with customers/clients are important to the success of the business. Customers provide the dollars that pay salaries and other operating expenses of a business. Supervisors and managers may be needed in any department. A wholesaler is a business that buys goods from producers or agents and sells them to retailers.

Which of the following should a person do first when facing the need to make a decision: A. Evaluate information B. Make a choice C. Analyze results D. Define the objective

D Define the objective. The first step in the decision-making process is identifying what it is you want to do. The decision-making process begins when a person becomes aware of a situation and sees the need to make a decision. Making a choice, analyzing results, and evaluating information are steps in the decision-making process that occur after the objective is defined.

Being tactful is an example of what type of behavior that builds positive working relationships? A. Being cooperative C. Getting to know others on your work team B. Carrying your own weight D. Demonstrating courtesy and respect

D Demonstrating courtesy and respect. Being tactful is an example of demonstrating courtesy and respect toward others on your work team in the process of building positive working relationships. Demonstrating courtesy and respect toward others on your work team includes being humble, tactful, patient, empathetic, tolerant, and having a sense of humor when things don't go as planned. Being tactful is not an example of carrying your own weight, getting to know others on your work team, or being cooperative.

Which of the following is a safety procedure that businesses use to track employees who must evacuate a building during an emergency: A. Training an employee to perform CPR if others are injured B. Assigning an employee to change the smoke-alarm batteries C. Requiring employees to call managers when they arrive home D. Designating a central meeting place for all employees

D Designating a central meeting place for all employees. Businesses must be prepared for unexpected situations such as fires and bomb threats. Evacuation plans are procedures that help businesses handle emergencies in ways to keep employees safe. Businesses designate a central meeting place to take a "head count" to ensure that all employees are out of danger. As part of the evacuation plan, management may assign certain employees to conduct the head count of department members. If someone does not arrive at the meeting place, the coordinator can report the information to the appropriate person and take steps to locate the missing person. Changing smoke-alarm batteries and CPR training are not activities that will help businesses track the whereabouts of their employees during an emergency. Employees may not be able to communicate by phone with their managers during emergencies; therefore, employees should not go home until they report to their central meeting place and check in with their designated emergency coordinator.

Which of the following is most likely to be a result of competition: A. More monopolies B. Reduction in product quality C. High prices D. Development of new products

D Development of new products. Competition encourages businesses to develop new products in order to meet consumers' needs. Businesses feel that the company which best satisfies consumers will be the most successful company. Competition helps to control prices because businesses must keep prices in line with production costs in order to be competitive. Businesses must also maintain or improve product quality to be competitive. A monopoly exists when a market is controlled by one supplier, and there are no substitute goods or services readily available. No competition exists in a true monopoly.

What type of difficult customer may be the most trying on your patience and do the most damage to the image of your business? A. Slow/Methodical B. Domineering/Superior C. Suspicious D. Disagreeable

D Disagreeable. These customers are unpleasant and hard to help because they are argumentative, complaining, irritable, moody, insulting, impatient, and/or have a leave-me-alone attitude. If the domineering/superior customers are properly handled, they will usually convince or sell themselves. Although suspicious customers are hard to help and difficult to change, they can become your most loyal customers. The slow/methodical customer is easy to handle but requires a lot of time before making a buying decision.

Which of the following is a characteristic of someone who leads by example: A. Pessimistic C. Plays favorites B. Disinterested D. Enthusiastic

D Enthusiastic. Being a positive role model and leading by example means living life with enthusiasm— after all, you have to be inspired to inspire! People who lead by example are engaged, enthusiastic, fair, and follow the rules at all times. They are not disinterested or pessimistic, and they treat everyone equally without playing favorites.

Maria and Marcos work together and occasionally speak to each other in their native language and bring native foods to share with coworkers. Brett, a new employee, began to make fun of them because their __________ was different from his. A. formal education C. lifestyle B. mental ability D. ethnic heritage

D Ethnic heritage. Ethnic heritage is the background people inherit from the ethnic group or culture into which they are born. Each culture has its own customs, habits, and traditions. Brett's ethnic heritage is different from that of Maria and Marcos, but in the workplace Brett needs to treat all people fairly and not make fun of them because of their differences. Mental ability is an individual's learning and thinking ability. Formal education is the amount of learning a person has acquired in the classroom. Lifestyle is the way in which people lead their daily lives.

When persuading others to go along with a proposed change, you should A. reinforce your proposal with facts and statistics. B. tell them that there's a better way of doing things. C. minimize the amount of information you give. D. explain how the change will benefit them.

D Explain how the change will benefit them. A change leader is a person who has the ability to guide others and persuade them to alter their opinions or actions. Because some individuals have a difficult time accepting and making changes, change leaders must be able to explain how a change will actually benefit them. By doing so, the change leader has a better chance of persuading others that a new idea, process, or action will improve a situation. Telling others that there is a better way of doing things (even if it is true) might put them on the defensive and make them more resistant to change. Giving others as little information as possible may make you appear like you are being dishonest, which may hinder your ability to persuade others because they won't trust you. In many situations, facts and statistics aren't necessary or relevant to the proposed change.

The Apex Company is a large, growing company with finance, accounting, operations, and sales departments. The company needs additional outside funding to pay for new buildings and equipment. What business department is responsible for ensuring the monies are available when needed? A. Sales C. Operations B. Accounting D. Finance

D Finance. When a business needs outside funding, it typically relies on its finance department to obtain the monies. A company's finance department is responsible for money management decisions, including obtaining the financing and capital needed to run a business. Accounting ensures that a company has accurate information about its current financial situation. A sales department is responsible for meeting company sales' goals. Operations is responsible for the effective use of a company's available resources to conduct business activities.

To prevent injuries when operating machinery, it is important to A. know standard first aid. B. purchase the most efficient equipment. C. purchase the newest equipment. D. follow the instruction manual.

D Follow the instruction manual. Each piece of machinery comes with an instruction manual that outlines its proper use. Even experienced workers should read and follow these instructions. Without proper usage (as written in the instruction manual), a worker can be injured on any type of equipment, including machines that are very new and very efficient. While knowing first aid will help after an injury occurs, it does not prevent injuries

Camilla believes that women tend to work more efficiently and focus more on important details than men do. Camilla's personal bias is associated with a stereotype based on A. education. C. culture. B. age. D. gender.

D Gender. A stereotype is a set image or assumption about a person or thing. When people stereotype others, they tend to classify certain people as part of a group that possesses certain characteristics. These characteristics are often based on distorted beliefs or unproven information. When people stereotype others, they fail to see an individual who possesses unique skills, values, and attitudes. People stereotype others in a variety of ways, one of which is by gender. Camilla's assumption that women are more efficient and more detail-oriented than men is a distorted belief. In fact, many men in the workplace are very efficient and detail-oriented. A stereotype by age might hold the false belief that most senior citizens are set in their ways or that they don't keep up with technological changes. An assumption about a person's customs, habits, or traditions is a stereotype based on culture. An assumption about a person that is based on his/her level of education is also a form of stereotyping. For example, assuming a person is not smart because s/he did not attend college is an educational stereotype and is a belief that simply isn't true.

Which of the following is an example of a payroll deduction: A. Pay rate C. Net pay B. Overtime hours D. Health insurance

D Health insurance. Payroll deductions are monies that an employer withholds from an employee's gross earnings. A large portion of the deductions is the various income taxes, which the employer pays to the government on behalf of the employee. Other deductions might include health insurance premiums, voluntary savings, and child-support payments. Net pay is the amount the employee receives in his/her paycheck after the deductions have been subtracted from the gross earnings. Gross earnings are income before deductions. Overtime hours are the number of hours an employee works over his/her regular schedule. Pay rate is the amount of pay a worker earns at a set interval (e.g., an hour).

If the money supply is low and the demand for money is high, interest rates on loans will A. increase, then decrease. B. decrease. C. stay about the same. D. increase.

D Increase. The law of supply and demand states that increased demand and reduced supply drive prices (in this case, interest is the price of borrowing money) up. As long as supply is low and demand is high, interest rates will not drop.

Goods and services that are purchased by producers for resale, to make other goods and services, and/or to use in operating a business are known as __________ goods and services. A. convenience B. shopping C. specialty D. industrial

D Industrial. Almost all producers must buy goods and services to carry out their daily activities. Specialty, shopping, and convenience goods and services are types of consumer goods and services. These are items which are used by the ultimate consumer to satisfy his/her own personal wants.

A gas station sells close to the same amount of gas every month, even if the price of gasoline goes up or down. This is because demand for gasoline is A. inessential. B. elastic. C. discretionary. D. inelastic.

D Inelastic. Inelastic demand exists if the demand for a good or service is constant, even if the product's price changes. Some products are considered necessities that consumers must purchase regardless of their cost. For most consumers, gasoline is a necessity because they need to drive their cars. Elastic demand changes when prices change. Discretionary and inessential are not terms commonly used to describe demand.

When Jody finished her assigned duties, she began looking for another project that needed to be completed. Which of the following traits is Jody demonstrating: A. Assertiveness C. Interdependence B. Innovation D. Initiative

D Initiative. Initiative is the willingness to act without having to be told to do so, or the willingness to accept/seek additional or unpleasant duties. Assertiveness is the ability to express yourself; communicate your point of view; and stand up for your rights, principles, and beliefs. Innovation is something new, such as a new product, strategy, or process. Interdependence is the state of being mutually dependent on each other to accomplish a task or a goal.

Computer programs that allow businesses to manage all types of activities, such as inventory control and finance, are known as A. wireless connectivity programs. B. electronic communications programs. C. interactive information display packages. D. integrated software application packages.

D Integrated software application packages. Integrated software application packages allow businesses to manage all types of business activities, such as inventory control, finance, tracking, invoicing, etc. For example, businesses can track the placement of an order, when the order is shipped and received, when an invoice is generated, and when payment is received. These types of computer programs are not known as electronic communications programs, interactive information display packages, or wireless connectivity programs.

Team leaders enlisting others in working toward a shared vision must remember that communication A. is not important in a team setting. B. is more important than collaboration. C. only involves conveying the vision to team members. D. involves being receptive to feedback.

D Involves being receptive to feedback. Team leaders enlisting others in working toward a shared vision must remember that communication involves being receptive to feedback as well as conveying the vision to team members. It's a two-way street. Communication is very important in a team setting, but not necessarily more important than collaboration.

Although Nolan feels that he has the right solution for a problem at work, he listens to what others have to say and takes their opinions seriously. Nolan is A. generous. B. empathetic. C. reliable. D. open-minded.

D Open-minded. Being open-minded means you are free from biases and judgment. When someone is open-minded, s/he considers all points of view and weighs information without preconceptions. In this case, Nolan does not allow his point of view to stop him from carefully considering others' ideas. This situation does not demonstrate that Nolan is empathetic, reliable, or generous.

The ability to demonstrate interest and enthusiasm often leads to greater A. emotional instability. B. individual recognition. C. personal integrity. D. personal achievement.

D Personal achievement. The traits of interest and enthusiasm help individuals to show self-confidence and maturity, to cope with problems, to improve relationships, to improve job performance, and thus to realize greater levels of personal achievement. Whether the individual receives recognition for these traits would depend upon the person's circumstances. Emotional instability would not necessarily be caused by interest or enthusiasm, unless these traits are carried to extremes. Personal integrity is adhering to an established set of personal ethics and sound moral principles.

To sell sweatshirts, jackets, and T-shirts imprinted with ABC University's logo, the Collegiate Sportswear Company pays royalties to the university. What type of business ownership does this situation exemplify? A. General partnership C. Multi-level marketing B. Business-format franchise D. Licensing agreement

D Licensing agreement. A licensing agreement is a business structure that requires the authorization or permission from an owner to another entity to use trademarked, copyrighted (e.g., logo, name), or patented material for a specific activity during a specific time period for the profit of both parties. In the example, the sportswear company pays the university to use its logo, so the business arrangement involves a licensing agreement. A business-format franchise is a franchise arrangement in which the franchisee must operate under the trade name of the parent company that provides continuous assistance in setting up and operating the business. Multi-level marketing refers to a business, usually well known, that pays commissions on sales earned to people at two or more levels. The sales representatives usually work independently of the company. A general partnership is a form of business ownership in which two or more individuals own the business, and each partner shares responsibility for the business's liabilities.C Paying special attention to headings, titles, and graphics. One of the best strategies for extracting important information from a text is to pay attention to headings, titles, and graphics. These elements often point the reader to the main issues presented in the text and can help the reader better comprehend the information s/he is reading. It would be unwise to skip or simply skim any portion of a text. Important information could be presented in any section, including the preface or introduction.

One of the major reasons that companies strive to have the most optimized supply chain is to A. increase inventory. B. increase suppliers. C. eliminate defects. D. lower costs.

D Lower costs. Optimized supply chains lower costs by eliminating unnecessary transactions and suppliers. Increasing suppliers and increasing inventory are not goals linked to an optimized supply chain and would most likely have a negative effect. Supply chain does not attempt to eliminate defects; instead, it tries to streamline processes and lower costs for the company.

What is an effective way to support and encourage someone who is talking to you? A. Avoid making any noise while the speaker is talking B. Interrupt the speaker to debate what s/he has said C. Clap as the speaker makes each of her/his main points D. Make comments such as "yes" or "I see" occasionally

D Make comments such as "yes" or "I see" occasionally. When someone talks to you, nod and make short comments such as "yes" or "I see" occasionally. By doing so, you signal that you are listening to the speaker and hearing what s/he has to say. And, when you nod and make short comments, you show your support and encouragement for the speaker. It is very rude to interrupt the speaker to debate what s/he has said. It is not necessary to clap as the speaker makes each of her/his main points. Rather than not making any noise while the speaker is talking, you should limit yourself to short comments

After Mrs. Green provided the cashier with $2.50 in cash and coins, she left the grocery store with a gallon of milk. In this situation, money is being used as a A. bartering mechanism. B. store of wealth. C. negotiating tool. D. medium of exchange.

D Medium of exchange. A medium of exchange is something of value that can be used to obtain goods and services. Money is a common form of exchange. Individuals, businesses, and governments use money to purchase the products (e.g., milk) they need. When money is saved rather than spent, it is functioning as a means of accumulating wealth. Negotiating is the process of resolving a disagreement. Bartering involves trading one good or service for another good or service.

Which of the following is a compliance issue: A. Performance management C. Car-pool organization B. Conflict mediation D. Minimum wage

D Minimum wage. Minimum wage is controlled by law; therefore, it is a compliance issue for companies. Conflict mediation and car-pool organization are tasks that fall under the HR management activity of employee relations. Performance management is a task that falls under the HR management activity of training and development.

A determining factor in what consumers buy and what producers make is A. price controls. B. market research. C. economic votes. D. money.

D Money. Limited amounts of money force consumers to choose between products for sale and determine which products producers make based on effective allocation of resources. Market research is how producers find out what consumers want to buy. "Economic votes" is a term given to the purchasing choices consumers make. Price controls are artificial ceilings or floors set by governments or by common consent within the market to manipulate the market for consumer or producer benefit.

Should you be able to adjust to change more quickly over time? A. Yes, the more change you cope with, the faster you adjust. B. Yes, practicing adjusting to change makes it go faster. C. No, adjusting to change takes most people very little time. D. No, the length of time it takes depends on the kind of change

D No, the length of time it takes depends on the kind of change. Don't expect your adjustment to change to take place overnight. The length of time it takes to adjust will depend upon the kind of change that has occurred. Practicing adjusting may make it easier but not faster. Different people require varying amounts of time to adjust to change.

To determine the types of information that the business needs to operate, it is often beneficial to A. revise the business's goals. B. upgrade the computer network. C. develop a production schedule. D. obtain employees' input.

D Obtain employees' input. Because employees perform the work, they know what types of information they need to complete their tasks efficiently. Employees often have ideas about improving work processes and retrieving needed information. Upgrading the computer network, developing a production schedule, and revising business goals will not help businesses assess their information needs.

A credit manager must write a letter of rejection to a credit applicant. To maintain the customer's patronage, the letter should A. not mention the credit application. B. state the bad news immediately. C. be a formal letter of apology. D. open with a positive statement.

D Open with a positive statement. An effective way to relay bad news in written form is to present good news, bad news, and then good news. This process would ease the blow of credit rejection and help to create goodwill. No apology is necessary since the business is following routine procedure and is not responsible for the customer's credit rating. The bad news is presented after a positive opening statement. The credit application is the subject of the letter and must be mentioned.

What must Preston Enterprises pay to the insurance company to maintain its business liability insurance? A. Stipend B. Commission C. Fine D. Premiums

D Premiums. Insurance premiums are the fees that the insured pays to the insurer to obtain insurance coverage. A commission is a percentage of the total sale amount paid to the individual or business that makes the sale. A fine is a monetary sum paid to a government agency when an individual or business violates a law. A stipend is a fixed sum of money paid as a salary or allowance.

A computer company creates a new kind of software. Which type of innovation is this? A. Paradigm B. Process C. Positioning D. Product

D Product. Product innovation occurs when a business either creates or improves a product. When a computer company creates a new kind of software, this is considered product innovation. Process innovation focuses on how something is done. Positioning innovation occurs when the purpose of a product is changed. Paradigm innovation occurs when there is a significant change in thinking.

Tony's Pizza Shop recently started making 100 more pizzas on Saturday evenings. This increase demonstrates an increase in A. pricing. B. distribution. C. publicity. D. production

D Production. Production is the creation of goods and services from economic resources. Making more pizzas is an increase in production. Pricing involves determining and adjusting prices to maximize return and meet customers' perceptions of value. Publicity is any nonpersonal presentation of ideas, goods, or services that is not paid for by the company or individual that benefits from it. Distribution involves moving, storing, locating, and/or transferring ownership of goods and services.

. What must happen before the consumption of any economic goods can take place? A. Payment C. Capitalism B. Scarcity D. Production

D Production. The economic goods must be produced before consumers can buy and use them. Scarcity is the gap between unlimited wants for goods and services and the resources available to obtain the goods and services. Capitalism is an economic system that depends on honest, healthy competition between businesses. Payment is a form of exchange, usually money. Some goods and services are provided free of charge, so payment does not always occur before they are consumed.

Obtaining a line of goods for use in a business is one of the functions of A. controlling. B. selling. C. organizing. D. purchasing.

D Purchasing. The main function of purchasing is to obtain goods and services for use in the business. Selling is a marketing function which involves determining consumer needs and wants and responding through planned, personalized communication that influences purchase decisions and enhances future business opportunities. Controlling is the management function that monitors the work effort. Organizing is setting up the way the business's work will be done

The office photocopier is jammed again! Fortunately, there is an instruction manual to guide you through the process of removing the jammed paper. What is the best way to use the manual to clear the photocopier? A. Perform the first step, and then verify that you have performed it correctly in the manual. Repeat this process in sequential order until all the steps are completed. B. Read the entire manual in sequential order and then perform all of the steps in reverse order to remove the jammed paper. C. Briefly skim the manual in reverse order and then follow the steps in sequential order to remove the jammed paper. D. Read step one and then perform step one. Repeat this process in sequential order until all of the steps are completed and you have removed the paper.

D Read step one and then perform step one. Repeat this process in sequential order until all of the steps are completed and you have removed the paper. When assembling or fixing equipment, it is usually easier to understand directions by reading the step, performing the step, and then moving on to the next step in the sequence. By doing so, you are less likely to hurt yourself or the machine. You are more likely to make mistakes (and more likely to hurt yourself or the machine) if you briefly skim the manual, read the manual before performing the steps, perform the steps in reverse order, or perform the step before reading the instructions.

As Kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should A. identify the readers' preferences. B. seek a coworker's opinion. C. look up the information in a current dictionary. D. refer to the appropriate publisher's style manual.

D Refer to the appropriate publisher's style manual. To provide consistency throughout written documents, certain businesses or industries often follow a specific writing style, such as Associated Press (AP) or Chicago Manual. Each style varies and often uses different styles and standards. For example, one style may italicize book titles and another style may underscore book titles. Most style publishers post style information on their websites, as well as in physical manuals or reference books. The best way to verify a specific style or format is to consult the publisher's manual or website. Coworkers, dictionaries, and readers are not the most reliable sources for publishing styles and standards.

One way in which the government helps protect business property is by A. setting tariffs. B. granting subsidies. C. issuing bonds. D. registering trademarks.

D Registering trademarks. Trademarks are symbols, designs, or words used by producers to identify goods or services. They can be registered with the government to prevent their use by others. A subsidy is government financial help given to a business. Bonds are interest-bearing certificates issued by government and promising to pay bond owners a certain sum at a specified time. Tariffs are taxes on imported goods. Both tariffs and bonds raise revenues for the government.

A salesperson who is planning a business trip to meet with several customers in a different city might write letters of inquiry in order to A. explain requirements. B. transmit information. C. develop goodwill. D. request appointments.

D Request appointments. Salespeople write letters of request or inquiry for a variety of reasons. One reason is to schedule appointments with customers who are in a different city. When planning a business trip, salespeople often write letters to set up appointments with customers in order to make sure that the customers will be available. An advantage of writing letters is that the customers usually acknowledge the appointment with another letter. Then, both parties have a hard copy to remind them of the date and time of the appointment. Letters of inquiry ask for something rather than explain requirements, transmit information, or develop goodwill.

. When doing business with clients from another culture, you should always be sure to A. always speak English, since it's considered the international language of business. B. take the opportunity to tell the other person how you do things in your culture. C. use humor to ease tension and make everyone more comfortable. D. research the culture and history of the people with whom you're doing business.

D Research the culture and history of the people with whom you're doing business. Many things can differ from culture to culture—gestures, idioms, values, holidays, etc. A gesture that's perfectly fine in your culture might be deeply offensive in another! To avoid problems and to show respect, it's best to do some research on the culture of the people with whom you're doing business. However, remember not to rely on stereotypes when communicating—each person you talk to is an individual with his/her own personality. You shouldn't try to educate the other person about your culture—learning about her/his culture shows respect, which is extremely important in most business dealings. Although you may be tempted to make a joke, avoid using humor. It's often culturally specific, so you risk not being understood—or worse, offending someone. English is the preferred language of most businesses, but that doesn't mean everyone uses it. Again, it shows respect to learn at least a few key phrases in the other person's language.

The following is written on the back of a check: "For deposit only; Maria Evans; Account #285655." This is an example of a(n) __________ endorsement. A. congruent B. general C. open D. restrictive

D Restrictive. Banks require checks to be endorsed before processing. Endorsement involves signing the back of the check, which allows the funds to be transferred from the check source to the payee. There are different types of endorsements. A restrictive endorsement limits how the check can be processed. In the example, the check can only be deposited to the endorser's (Maria) specified account. The check cannot be cashed or placed into another account. A general endorsement allows the endorser to cash the check or deposit it into the account of his/her choice—there are no restrictions placed on the funds transfer. Open and congruent endorsements are fictitious terms.

Information management should ensure that information is A. inaccessible. C. pleasant. B. abundant. D. retrievable.

D Retrievable. Information management should ensure that information is retrievable. This means that people who need it can access it when necessary. Information management does not and cannot ensure that information is abundant or pleasant. Information should be inaccessible only to those who shouldn't be able to see it.

Certain health and safety regulations require many types of businesses to A. install security cameras. B. purchase new machinery. C. offer exercise programs. D. routinely inspect equipment.

D Routinely inspect equipment. Some businesses operate equipment that may present a safety hazard if the equipment is not operating properly. As a result, certain health and safety regulations require these businesses to routinely inspect equipment to make sure it is safe. In some cases, government inspectors routinely visit the business to inspect equipment. If the inspectors find that the equipment is malfunctioning, they have the authority to force the business to stop using the equipment until it has been repaired and inspected again. Health and safety regulations do not require businesses to purchase new machinery, offer exercise programs, or install security cameras.

It is appropriate for a participant to ask questions during a staff meeting when A. s/he does not agree with the speaker. C. the agenda is being distributed. B. another participant is speaking. D. s/he needs a point clarified.

D S/He needs a point clarified. When employees do not understand what the speaker has said, it is appropriate to raise their hand to ask for clarification; however, it is rude to interrupt another person while s/he is speaking. In many meetings, the leader will ask the participants if they have questions, and it would be appropriate to ask for clarification at that time. Asking questions due to differing opinions or when the agenda is being distributed may not be appropriate.

To reduce the risk of injury in the workplace, the government requires businesses to follow A. organizational health policies. B. privacy laws. C. conservation ordinances. D. safety regulations.

D Safety regulations. Employees have the right to work in a safe environment. To ensure that businesses protect this right, the government regulates certain business activities. For example, the government might require businesses to inspect dangerous equipment at certain intervals to ensure that they are operating correctly. Equipment that is not maintained properly is more likely to break and cause injuries to the employees who operate it. Privacy laws address consumers' right to privacy. Conservation ordinances are local regulations that address environmental issues. An organization's health policies are internal rules and guidelines, which may or may not be influenced by government regulations.

Which of the following is usually the quickest way that businesses can obtain information about unknown potential new vendors that are located in other parts of the country: A. Phone an agent B. Send an email to the vendors C. Fax a request to the vendors D. Search the Web

D Search the Web. The World Wide Web (WWW) links millions of computers throughout the world by way of the Internet. Obtaining information is one of the most common ways that businesses use the Web. For example, a business in one state that wanted to locate a potential vendor in another state can search the Web to find out if that vendor has posted information on its web page. Searching the Web is fast and allows business employees to obtain vital information without leaving the office. In order to send an email or fax a request, a business first needs to obtain an email address or a fax number, which often are listed on a web page. Phoning an agent would not necessarily provide a business with information about new vendors.

A good way for a job applicant to make a favorable impression during a job interview is to A. let the interviewer know that s/he expects to be hired. B. lean back in his/her chair in a relaxed manner. C. dress in the kind of clothes s/he would wear on the weekends. D. show that s/he has been learning about the company.

D Show that s/he has been learning about the company. The job applicant can read or ask questions about the company before the job interview so that s/he can ask intelligent questions during the interview. This makes a favorable impression because it indicates that the applicant has a sincere interest in the job and the company. Job applicants should sit upright during an interview, not slouch or lean back in the chair. Applicants make a good impression when they dress a little more formally than they would on the job. For example, a financial planner should not go to a job interview in jeans and a sweatshirt. Letting the interviewer know that the applicant expects to be hired indicates a cocky attitude that is likely to make a poor impression.

The number of levels of management that a business needs usually depends upon the A. location of the facility. B. age of the employees. C. goals of the company. D. size of the business.

D Size of the business. There are different levels of management in almost all businesses. The number of levels the business needs usually depends on the size of the business. A large, national business would have managers at all levels, while a small, family-owned business might have only one level of management. The number of levels of management does not depend on the age of the employees, the goals of the company, or the location of the facility

After only her seventh month in business, Martha realized that her new business venture was paying off, and she would be taking home a $1,000 profit for the month. Finally, she could reap the financial rewards of being the boss. This is an advantage of what type of business ownership? A. Merger B. Partnership C. Corporation D. Sole proprietorship

D Sole proprietorship. This is a form of business ownership in which the business is owned by only one person, and that person receives any profits made by the business. A merger is the absorption of one company by another rather than a type of business ownership. A partnership is owned by two or more people, and profits would be split between them. A corporation is owned by people who own stock in the business, and they split the profits.

Which of the following is a true statement regarding ethical behavior: A. Ethical behavior always leads to increased profits. B. If you see the importance of ethics, you will never make mistakes. C. Ethical behavior is not difficult to implement. D. Sometimes even ethical people are tempted to act unethically.

D Sometimes even ethical people are tempted to act unethically. While ethical behavior is important, it is also challenging. Even those who understand and believe in ethics are sometimes tempted to act unethically depending on the situation. Understanding the importance of ethics can help you avoid making poor decisions, but you cannot completely avoid ever making a mistake. Ethical behavior can be difficult to implement. Finally, ethical behavior does not always lead to increased profits, though it can help people and organizations be more successful.

"I'd like to have that in writing before I give you my money," best describes the __________ customer. A. slow/methodical B. dishonest C. disagreeable D. suspicious

D Suspicious. These customers want facts and proof before making the final buying decision. They tend to question everything you tell them. This skepticism may be the result of bad experiences with other businesses. Disagreeable customers are unpleasant and hard to help. Dishonest customers try to avoid paying part or all of the price for a good or service. Slow/Methodical customers require a lot of time to make buying decisions because of shyness or indecisiveness.

Your annual income, an inheritance, and the money from the sale of an asset are all considered events that contribute towards your A. sales tax. B. untaxable income. C. tax loophole. D. tax liability.

D Tax liability. A tax liability is tax that a person or business must pay the government. Certain events, like annual income, an inheritance, and money from the sale of an asset, are taxable. Since citizens must pay money on these sources of income, it is not untaxable income or a tax loophole. Sales tax is a type of tax that is paid on the sale of goods and services.

The costs of government regulation of business are paid for through A. tariffs. B. interest. C. prices. D. taxes.

D Taxes. The government's main source of revenue is from businesses and individuals in the form of different kinds of taxes. Businesses give government the income and social insurance taxes collected from employees and excise taxes collected from customers. Businesses pay tax directly to the government on their income and property. Raising or lowering interest rates is used to regulate the flow of money in our economy. Prices are the amounts of money paid for goods and services. Tariffs are taxes only on imported goods.

Which of the following is an aspect of any team project that you should monitor during the course of the project: A. Team members' friendships B. The planning process C. Emails D. Team members' performance

D Team members' performance. The specific criteria that you monitor will depend on the nature of your project. However, there are some general aspects of any project that require your attention. While some projects might be individual efforts, most are done by teams, or at the very least include a couple of other people. People are important resources for the success of your project. As a project leader, you'll need to check in on team members' performance. You should not necessarily monitor emails or your team members' friendships; these are not necessarily relevant to your project's success. The planning process happens before the project begins.

What procedure should always be performed before posting a web page on a web server? A. Apply for a patent to protect the web page contents from plagiarism B. Consult an attorney to verify the accuracy of the web page legal content C. Review the page to make sure the content meets international trade requirements D. Test the page to identify broken links, missing images, or unclear instructions

D Test the page to identify broken links, missing images, or unclear instructions. Broken links and unclear instructions make it difficult, if not impossible, for readers to obtain information or purchase products from a website. Therefore, it is important to make sure that all elements of the web page work properly. Generally, web pages are not patented. A patent doesn't necessarily protect web page content from plagiarism. Although it is a good idea to consult an attorney regarding legal content posted on web pages, not all web pages include legal content. Therefore, it is not a procedure that should always be performed. Web page content is not subject to international trade requirements.

A good way to immediately calm an irate customer who has just made an angry complaint is to A. tell the customer s/he needs to contact the corporate office. B. explain company policy related to the complaint. C. ask the customer why s/he thinks there is a problem. D. thank the customer for identifying the problem.

D Thank the customer for identifying the problem. Letting the customer know that you appreciate hearing about the problem helps calm irate customers. It's difficult for those customers to remain angry when you're letting them know how much you appreciate their information. Asking the irate customer why s/he thinks there is a problem or telling the customer to contact the corporate headquarters would be likely to increase the customer's anger. Explaining company policy may help the situation, but it would be a later step in handling the complaint.

What is the most appropriate closing to include in a response to a customer's email inquiry for product information? A. The model 2CR is available in three colors—red, black, and white. Reply by email with the color that you want. B. On behalf of LVN Industries, thank you for your order. Your confirmation number is 243597. C. We apologize for the inconvenience and will send a corrected invoice to you within 24 hours. D. Thank you for your interest in XWQ products. Please let me know if you have any additional questions.

D Thank you for your interest in XWQ products. Please let me know if you have any additional questions. The purpose of an inquiry is to obtain information. Because businesses receive inquiries from customers, vendors, and business associates on a regular basis, employees must be prepared to respond in an accurate, prompt, and courteous manner. When closing an email message, it is courteous to thank customers for asking about the business and its products. And, by encouraging the customer to ask additional questions, the employee is indicating his/her interest in the customer. There is not enough information in the example to determine if the customer placed an order, had a problem with an invoice, or requested product color information. The sentence, "Reply by email with the color that you want," could be interpreted as rude and unprofessional.

Like any product that is effectively marketed, your personal appearance is A. likely to require a lot of money for you to be successful. B. of little value or importance to your overall success. C. not as critical as what's on the inside. D. the "brand" that will help you sell yourself to others.

D The "brand" that will help you sell yourself to others. Successfully marketed goods are packaged in such a way that they sell easily. The packaging demonstrates a product's value and quality. Similarly, as you "package" yourself through developing an appropriate personal appearance, you will demonstrate your value and worth. Your appropriate personal appearance will be a factor that leads to your overall success. Although what's on the inside (including such things as knowledge, skills, values, and integrity) is important, an inappropriate personal appearance can mask important qualities and abilities you possess. Maintaining an appropriate personal appearance does not have to be costly but requires sensible habits and choices in personal health, hygiene, and grooming.

Which of the following is an advantage to businesses of using web-based services for storing business records online: A. Web-based service companies rarely experience technical problems. B. The online service provider updates the records daily. C. Outdated records are automatically discarded without permission. D. The information is available at all times from any computer.

D The information is available at all times from any computer. The advantage of storing records via webbased storage services is that the business can access the information at all times from any computer. Online storage service providers do not update another business's records on a daily basis nor do they automatically discard outdated records without permission. Web-based storage services can experience technical problems, which is a disadvantage of online record storage.

Which of the following is an example of a "stop" word that a search engine is most likely to ignore when retrieving query results: A. Hat C. Sew B. Cop D. The

D The. Words such as "a," "for," and "the" are stop words, which are commonly used words that do not always add meaning to the primary search terms. For example, if the words, "the Pittsburgh Steelers" were entered in the query field, the word "the" would most likely be ignored by the search engine, which would focus on the words, "Pittsburgh Steelers." However, there are exceptions to every rule. For example, the query "WHO" is likely to bring up results that contain information about the World Health Organization. If "the" is placed before "WHO" in the query, results are most likely to bring up information about the musical group, The Who. "Cop," "sew," and "hat" are less likely to be ignored when entered into a search engine query.

Which of the following is a disadvantage of investing in bonds: A. They are issued by corporations or governments. B. Their returns do not keep up with inflation. C. You must pay a penalty for early withdrawal. D. They may take a long time to provide a return

D They may take a long time to provide a return. Bonds are considered safe, reliable investments. However, the trade-off is that the investor must be willing to leave her/his money with the bond issuer for a long time before receiving the return. The rate of this return will not necessarily be lower than the rate of inflation. There is no penalty for early withdrawal from a bond—you just miss out on the return you would have gotten if you had left your money in it. Bonds are issued by corporations or governments, but this is not necessarily a disadvantage.

An electronic planning device that many employees use to keep track of their activities is an example of a A. presentation application. C. web-based program. B. communication system. D. time-management tool

D Time-management tool. Many employees keep track of their activities and organize their daily schedules by using an electronic planning device. This device is a time-management tool because it allows employees to plan their activities to be the most productive. Employees can enter information about future projects, deadlines, meetings, etc., and plan the best use of remaining time. An electronic planning device is not an example of a communication system, a web-based program, or a presentation application.

Why is it important for individuals to assess their personal strengths and weaknesses? A. To be able to negotiate their contracts B. To get the most bang for their buck C. To be able to respond appropriately in a crisis D. To improve their performance

D To improve their performance. Each individual has personal strengths and weaknesses. Assessing strengths will allow an individual to build on those strengths. It is also important to assess weaknesses because those are areas that need improvement. For example, an individual might find that it will be necessary to improve his/her computer skills in order to improve performance and be considered for a promotion. It may be difficult to improve performance if individuals have not identified their personal strengths and weaknesses. Assessing personal strengths and weaknesses will not necessarily help individuals respond appropriately in a crisis, negotiate contracts, or get the most bang for their buck.

Why does Dan order extra copy paper, Post-it notes, and printer ink cartridges for the department when he places an order for office supplies? A. To reduce the need to forecast B. To ensure product quality C. To meet minimal expectations D. To prevent stockouts

D To prevent stockouts. Safety stock or buffer stock are extra items ordered to prevent stockouts. When supplies are out of stock, the employees do not have the tools to perform their jobs. Many businesses have policies to order a certain level of extra items to avoid stockouts. Ordering extra supplies will not ensure product quality or reduce the need to forecast usage. Dan would only order exactly what is needed if he were ordering to meet minimal expectations.

Why is it important for employees to effectively communicate information about the business to customers? A. To promote teamwork B. To display integrity C. To build morale D. To provide service

D To provide service. Employees need to be able to communicate effectively with customers in order to provide them with the service they require. If customers have questions or concerns about the business, employees should be able to provide the answers or the appropriate information. For example, employees should be able to answer a customer's questions about the business's credit policies or handle a complaint about a product. Effective communication helps to provide service and to create a good impression of the business. Employees do not communicate information about the business to customers in order to promote teamwork, display integrity, or build morale.

Payroll, hotel reservations, and sales orders are handled by a(n) __________ type of information system. A. executive support system C. decision support system B. knowledge work system D. transaction processing system

D Transaction processing system. This is a computerized information system that processes daily, routine business transactions at the operational level of companies. Knowledge work systems aid knowledge workers in the creation and integration of new knowledge into companies. Their purpose is to improve worker productivity. Decision support systems aid managers in making decisions that are unique and rapidly changing. Executive support systems are reporting tools that enable managers to turn a company's data into useful reports.

What do many businesses provide their employees to encourage them to continue their education to gain additional skills and knowledge? A. Discretionary income C. Expense account B. Workers' compensation D. Tuition reimbursement

D Tuition reimbursement. Most businesses encourage their employees to continue their education in order to keep up with new technology and procedures. The businesses realize the value of having employees who are well trained and up to date. One way that businesses promote continuing education is by offering tuition reimbursement programs that pay the cost of the courses that employees take. Usually, employees who take and pass courses that are related to their jobs are reimbursed for the amount of tuition. Workers' compensation is insurance purchased by employers to provide benefits to workers who are injured on the job. Discretionary income is the amount of income people have left to spend or dispose of after they have paid their taxes. An expense account is an arrangement between an employee and the employer in which the employee keeps track of business-related expenses and reports them to the employer for reimbursement.

What type of production would most likely be used to produce prescription glasses? A. Robotic B. Batch C. Mass D. Unit

D Unit. Unit production is the production of one item at a time or items in small quantities. It is used for such items as custom-tailored suits, prescription glasses, and income tax returns. Batch production is the production of items in specific amounts. Mass production is the production of a few products in large quantities.

A business that produces a product should be socially responsible to the __________ of the product. A. producers C. endorsers B. providers D. users

D Users. Businesses should offer the users of their products safe, quality products. The business is the provider of the product, and it is generally not held liable when the user of its product abuses the product in some way. People who endorse a product are recommending it to others.

A business that produces a product should be socially responsible to the __________ of the product. A. producers B. providers C. endorsers D. users

D Users. Businesses should offer the users of their products safe, quality products. The business is the provider of the product, and it is generally not held liable when the user of its product abuses the product in some way. People who endorse a product are recommending it to others.

One way money functions in society is that it helps people communicate a product's A. attributes. B. income. C. market. D. value.

D Value. Money is the most common medium of exchange in society. People exchange money for goods and services that they want. The price, or the amount of money a person is willing to pay for the product, communicates the product's value or worth. Income is money resource owners receive for supplying goods and services. Market is a customer or potential customer who has an unfulfilled desire and is financially able and willing to satisfy that desire. Attributes are a product's characteristics.

When Jeremy develops his personal budget, he should categorize the money that he spends on food, clothing, and entertainment as A. periodic investments. B. fixed costs. C. relational outflows. D. variable expenses.

D Variable expenses. A budget is an estimation of income and expenses. Developing a personal budget helps individuals better manage their money. Variable expenses are expenses that change from month to month, such as food, clothing, and entertainment expenses. Fixed expenses are expenses that do not change every month, such as rent and loan payments. Relational outflows and periodic investments are not budgetary categories

The primary reason that people review their personal credit reports is to A. eliminate the risk of identity theft. B. change or update their credit ratings. C. ensure that they obtain bank loans. D. verify that the credit agencies have correct information.

D Verify that the credit agencies have correct information. Credit is the arrangement by which individuals or businesses can purchase now and pay later. A credit agency is a business that maintains files of credit information on individuals and businesses. It is important to make sure that credit agencies have accurate information about your credit history because other businesses purchase the reports to make decisions about extending credit to you or providing a loan to you. Although people can provide information to improve their credit ratings, it is the credit agencies that change or update the information. Good credit reports can increase the chances of obtaining a bank loan, but reviewing the reports cannot ensure that people obtain bank loans. People who monitor their credit reports can reduce the risk of identity theft, but cannot eliminate the risk.

What type of information may be listed in the work experience section of a résumé if the person has had only a few paying jobs? A. Personal references B. Technical training C. Career objectives D. Volunteer positions

D Volunteer positions. Some job applicants, especially recent graduates, do not have a lot of paid job experience. It is acceptable for them to list unpaid or volunteer positions in the work experience section of their résumés. Volunteer positions indicate job experience and levels of responsibility even if the positions were unpaid. Technical training should be listed in the educational background section. Career objectives and references are separate sections of résumés.

Why is it sometimes difficult to be honest about strengths? A. Few people have strengths. B. No one likes to recognize strengths. C. Weaknesses are more significant than strengths. D. We don't want to brag.

D We don't want to brag. It's sometimes difficult to be honest about strengths. We don't want to seem as if we're bragging or stuck up. However, recognizing our talents, abilities, and the things we do well is a healthy and acceptable thing to do. Everyone has strengths. Weaknesses are not more significant than strengths

Which of the following is an example of processing a transaction with a debit card: A. Jayden purchased a new video game from Great Deal Electronics using a store-issued card given to him by his grandfather. B. Tyler provided his card number and expiration date to the online travel agency so he could obtain his airline tickets now and receive his bill for the tickets later. C. After Ava finished her meal at an upscale restaurant, she presented the server with a card that provided Ava with a special discount off her bill. D. When Naomi purchased office supplies, she presented the cashier with a card that automatically withdrew funds from her business's checking account.

D When Naomi purchased office supplies, she presented the cashier with a card that automatically withdrew funds from her business's checking account. A debit card is a common method of payment for goods and services. Issued by financial institutions (e.g., banks), a cardholder scans the card into a machine at the point of sale. The information is transmitted to the appropriate location, and the funds are electronically transferred from the cardholder's checking or savings account to the seller's account. Credit is the arrangement in which businesses and individuals can purchase now and pay later. Individuals and businesses can obtain the goods and services that they need right away, such as airline tickets, and then pay for the tickets when they receive their statements from their lending institutions. Some businesses offer membership or customer-loyalty cards, which provide their members or customers with product discounts. Gift cards are store-issued vouchers that a gift giver can purchase for another person to use to buy the store's products.

What is the first thing an employee should do when s/he accidentally spills coffee in the tile hallway? A. Leave it for the cleaning crew B. Wait for the floor to dry C. Tell others about the spill D. Wipe it up immediately

D Wipe it up immediately. Spills may make the floor slippery and create a safety hazard. Others may not notice the spill, fall on the wet surface, and suffer injuries. All employees are responsible for helping maintain a safe environment. They should not wait for the floor to dry, tell others about the spill, or leave it for the cleaning crew.

Which of the following types of computer software programs usually contain a thesaurus: A. Communications B. Graphics and design C. Presentation D. Word processing

D Word processing. Most word-processing software programs contain a thesaurus, which is a listing of words and their synonyms. This feature enables users to look up alternative words that have the same meaning. The thesaurus helps business employees to prepare accurate written documents and use words that exactly describe or explain the message. Communications programs allow computers to communicate with other computers. Graphics and design software is used to create artwork and drawings rather than text. Presentation software is used to create multimedia presentations.

To have a high tolerance for ambiguity, what must individuals learn to accept? A. Risk is always rewarded. C. Contingency plans are unnecessary. B. Failure is not an option. D. Outcomes are often uncertain.

Outcomes are often uncertain. Tolerance for ambiguity is the willingness to take action despite having incomplete information or clear direction. Without having all information or a clear direction, the outcome of an action is uncertain. Individuals with a high tolerance for ambiguity understand that they may fail and that the risks they take may result in an undesirable outcome. They also understand that they may need to make changes if it appears that the original plan is not working; therefore, individuals with a high tolerance of ambiguity realize the importance of contingency plans