BM Final Exam

65. Which of the following is an example of an activity associated with the directing function of management:

A manager disciplines an employee for inappropriate behavior in the workplace.

92. Which of the following would be part of the management function of organizing:

Assigning individual workers to specific jobs

17. What should help businesspeople adapt their communication styles to appeal to clients from other cultures?

Being patient, flexible, and empathetic

36. Quantex is organized as a partnership with eight equal partners. The partners would like to expand their business but limit the amount of money they could personally lose if the business were to fail. What form of ownership should Quantex consider?

Corporation

43. Which of the following business resources provides information about the company's dress codes and vacation policies, and general rules for appropriate behavior:

Employee handbook

8. The most important factor in carrying out brand promise is

Employees

84. Frankie purchased the right to sell goods and services from a parent company. Frankie's business model is most likely a __________ model.

Franchise

3. A customer asks a salesperson about a specific advertisement in last Sunday's newspaper. Which

Knowledge of the products being promoted

22. What is a cost associated with customer complaints?

Loss of sales

40. Which of the following is a benefit to businesses of orienting new employees:

Reduces turnover

57. Which of the following types of information does a company need customer input to obtain?

Suggestions for new products

25. Are noncomplainers a more difficult problem for businesses than complainers?

Yes, because the salesperson does not have an opportunity to handle the complaint.

50. An important purpose of management is to __________ the business.

achieve the objectives of

76. Effective note-taking involves summarizing key concepts in ways that

are meaningful to the notetaker.

66. A primary activity of the directing function of management is

initiating action

70. When defending their ideas objectively, employees should be prepared to

provide supporting information.

2. As employees go about their daily activities, their actions should be driven by whether the actions will

result in customer satisfaction.

55. Which of the following statements is true about customer relationship management (CRM):

A primary goal of CRM is to maximize the long-term value of customer relationships.

64. What is an important question that a manager must consider when hiring a new employee?

How will the company compensate this worker?

20. What should salespeople do when they must cope with customers who are being disagreeable?

Listen patiently and try to stay calm

52. Which of the following questions should effective managerial planning answer:

What do we want to do?

59. A business's human resources department is responsible for coordinating the __________ for employees.

performance evaluations

81. What is an important aspect of a customer-centric business?

Aligning business activities with customer needs

74. When participating in group discussions, it is often helpful to

Appoint a leader

31. Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.

Argumentative

15. What is a businesslike way for employees to handle a situation in which they must obtain information requested by customers and call the customers back?

Ask the customers when it would be convenient to call them

85. Three primary factors that affect the organizational structure of a business include interpersonal relationships, tasks, and

Authority

13. What is one of the benefits to a business of reinforcing service orientation through communication?

Builds positive relationships with customers

35. Jake wanted to run his own business but was unsure that he had adequate business skills to be successful. Which type of business would give Jake the help he needs?

Business-format franchise

12. How do service-oriented companies often improve their levels of service?

By requesting input through employee and customer surveys

44. Which of the following activities should be an employee's top priority:

Completing a status report that takes 45 minutes to prepare for a meeting that will occur in an hour

94. What type of plan do businesses often implement when an original plan fails to produce the desired results?

Contingency

69. What should employees be willing to accept when defending their ideas objectively?

Critical feedback

90. Every project creates a(n)

Deliverable

60. The first task in the HR management activity of staffing is

Determining need

53. Which of the following is an activity associated with the organizing function of management:

Determining the division of labor

77. When organizing information to present in a business report, it is effective to

Develop an outline

11. What should employees do to maintain a customer-service mindset?

Devote their full attention to customers

83. A car dealership purchases new cars from a Ford factory and then sells them to consumers. What type of business model is this?

Distributor

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

Enunciate clearly

79. Which of the following is an example of a text-oriented graphic that is often used to illustrate a business process or organizational structure:

Flowchart

68. What type of communication style is usually most appropriate to use when evaluating employees?

Formal

6. Julie is a salesperson who's trying to develop rapport with her customers. When she meets a new customer, what's the first thing she should do?

Get the customer to relate to her by engaging in pleasant small talk.

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

Information will be needed later.

99. One activity associated with the directing function of management is

Instructing employees

100. Why is directing an important management function in business?

It helps clarify the employee's role in the business.

1. How does having a customer-service mindset benefit a business's employees?

It helps employees advance in their careers.

89. Which of the following statements is true about project management:

It involves the coordination of multiple activities.

28. What is an example of an employee reinforcing a firm's image through his/her job performance?

Jack politely asks if his customer would like a beverage while s/he waits for car service.

34. Lois and Lora plan to open a florist shop. Lois is unable to devote herself full time to the daily operations of the shop but wishes to provide financial support. Which form of business partnership is most likely to appeal to Lois?

Limited

27. What will probably happen to a business if it continuously fails to deliver on its brand promise?

Lose credibility

10. What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error.

Make sure the mistake is corrected.

14. What is a guideline for employees to follow in handling customer inquiries?

Make sure you clearly understand customers' inquiries

26. When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?

Making a brand promise

82. Monica's company, ABC Construction, creates furniture out of lumber. What type of business model is this?

Manufacturer

73. What is an advantage to a business of encouraging employees to participate in group discussions?

Many opinions increase the chances of developing useful recommendations.

86. Efficient resource use is an advantage of the __________ organizational structure.

Matrix

48. A plant manager or a department head would be an example of which level of management?

Middle

18. What is a factor that affects a business's selection of policies to guide its operations?

Nature of the business

63. Which of the following is a primary staffing consideration when a manager decides to hire a new employee:

Necessary skills

87. Which of the following has a direct impact on a manager's span of control:

Number of subordinates

16. What are business-people who fail to adapt their communication styles to appeal to their international clients likely to do?

Offend the clients

56. In the modern business world, a growing number of interactions between businesses and customers are taking place

On the internet

91. Which of the following represents the major functions of management:

Planning, organizing, staffing, directing, controlling

23. Which of the following would be the most likely cause of customer complaints:

Product quality

29. Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?

Requiring employees to respond to customer inquiries within 24 hours

24. What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?

Restate the complaint

62. What project-management activity involves determining when project tasks should be performed?

Scheduling

46. Tom needs Allison to provide a status report, so he can review inventory levels. After Tom has reviewed the inventory report, he must tell Kayla which items the business needs, so she can contact the appropriate vendors to order stock. To achieve the business's goal of maintaining adequate inventory levels, each employee must perform his/her tasks in a(n) __________ order.

Sequential

51. Which of the following is an element of the planning function of management:

Setting goals

61. One of the most important aspects of project management involves

Setting goals

93. Which of the following are characteristics of tactical planning:

Short-range and specific

21. What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."

Slow/Methodical

37. Jason would like to start a small business which he could operate from his home. His business would not cost a great deal to start, and he has experience and interest in that type of business. What form of ownership should he consider?

Sole proprietorship

7. What kind of customer would ask "If I buy this product, how can I be sure it will do what you say it will"?

Suspicious

78. Which of the following is a reason why it is important to organize information before preparing a business report:

To arrange findings in a logical manner

67. Why is it important to use communication styles that are appropriate to the target audience?

To effectively convey information

19. What is one of the purposes of having business policies?

To make sure the business's actions are consistent

58. Which of the following is an example of human resources management:

Tony explains the company's policies to a new employee during orientation.

97. Melanie is showing a group of new employees how to perform work-related tasks. What staffing activity is Melanie performing?

Training

42. Which of the following is a company resource that employees often analyze to ascertain policies and procedures:

Training materials

88. Which of the following is a characteristic of human resources management:

Working with people

95. In management, a primary organizing activity is

assigning responsibility.

41. A well-prepared new employee orientation program should

communicate the employer's philosophy and expectations.

32. When a business is successful in carrying out its brand promise, it provides its customers with

consistent experiences.

47. Before Bob can pay the business's bills, he checks with Ingrid to verify that accounts receivable are coming in, and that there is enough cash in the business's checking account to cover the expenses. This is an example of coworkers who are

coordinating their work efforts.

30. A business can reinforce a service orientation in a positive way by developing and distributing promotional materials that

describe its products' features and benefits clearly.

96. Coordinating business activities is an important aspect of the organizing function of management because it

establishes clear relationships among the company's resources.

54. An important aspect of the organizing function of management involves

establishing levels of authority.

38. One of the purposes of providing orientation for new employees is to

get the employees off to a good start.

45. An effective way to prioritize work is to categorize tasks in

order of their importance.

72. Employees should answer the telephone in a businesslike manner in order to

project the image of the business

4. One way to show respect for foreign clients' cultural and social differences is to

pronounce their names correctly.

49. The number of levels of management that a business needs usually depends upon the

size of the business.

98. None of the other managerial functions can be carried out effectively without staffing because

staffing supplies the human resources needed for management.

80. Using a table to present or summarize data in a written document is most appropriate when

the data are too complex to describe in the body of the text.

33. One way of reinforcing the company's image through employee performance is by making sure employees have

thorough knowledge of the products.

39. Businesses often ask a new employee's coworkers to help __________ the new employee.

train

9. One way a company can reinforce its image is by

training its employees.

5. Businesses develop policies to help employees deal with customers the same way in similar situations so that employees will

treat customers fairly.