First Sample Test: DECA Flashcards
A business that is owned by two or more people who share the risk of loss and the chance for profit is known as a A. corporation B. sole proprietorship C. franchise D. partnership
D. partnership
Which of the following usually is the first step in applying written directions to achieve tasks: A. listening B. reading C. speaking D. questioning
B. reading
What type of information concerning policies and procedures do employees often extract from an internal business report? A. former local competitor B. customer profiles C. industry research data D. new personnel regulations
D. new personnel regulatios
Sometimes, the ability to follow directions is a skill that is necessary for you to get along in the world around you. This is known as a(n) A. academic skill B. family skill C. social skill D. life skill
C. social skill
Eye contact, facial expression, and body language are examples of A. nonverbal cues B. verbal acknowledgement responses C. distractions D. listening skills
A. nonverbal cues
One reason that it is important to be very careful when using oral communication in business is that oral communication
A. is generally not misunderstood
B. should only be used for urgent messages
C. may not be remembered accurately
D. is an informal communication method
C. may not be remembered accurately
in which of in which of the following situations might it be difficult to give effective verbal directions: A. managers are organized B. time is important C. information is complex D. employees are focused
C. information is complex
What should employees be willing to accept when defending their ideas objectively? A. personal attack B. additional responsibility C. nonverbal support D. critical feedback
D. critical feedback
Employees should answer the telephone in a businesslike manner in order to A. project the image of the business B. reflect the importance of the job C. handle a lot of calls at one time D. be a candidate for a promotion
A. project the image of the business
A group is a number of people who A. feel the same way about an issue B. get together to do something C. come up with different answers D. enjoy each other's company
B. get together to do something
Which of the following is a guideline for writing clear instructions for your coworkers:
A. write complex, lengthy statements
B. write from your supervisor’s perspective
C. understand the process you are explaining
D. confine the instructions to one page
C. understand the process you are explaining
The Putnam Company requires its employees to use the Modern Language Association (MLA) stylebook when writing business documents because it provides A. flexibly B. creativity C. consistency D. accuracy
C. consistency
What often appears at the bottom of a business letter if a sales brochure is attached? A. company signature B. reference initials C. enclosure notation D. writer's identification
C. enclosure notation
When writing informational messages, it is most important to communicate A. a request for action B. emotional appeal C. an honest opinion D. accurate content
D. accurate content
To make a request of a business associate or customer is one of the reasons why business people write A. persuasive messages B. letters of inquiry C. sales letters D. corporate memorandums
B. letter of inquiry
Which of the following messages should be communicated to an employee in person:
A. the assistant manager is taking vacation next week
B. the employee’s department will soon be enlarged
C. the business believes the employee is stealing goods
D. the business will offer flextime in the summer
C. the business believes the employee is stealing goods
The purpose of participating in staff meetings usually is to A. conduct research B. achieve a task C. share information D. develop a message
C. share information
What is one technique that businesses can use to build positive customer/client relations? A. being consistent B. resisting change C. buying advertising D. conducting research
A. being consistent
What staff are responsible for displaying a customer-service mindset? A. those with direct customer contact B. all staff C. management D. those with indirect customer contact
B. all staff
In order to handle customer inquiries, employees should have information about A. personal backgrounds B. product maintenance C. financial condition D. expense projections
B. product maintenance
A customer has informed you that one of your competitors is selling an identical product to the one you carry for $15 less than your price. Because your policy is to match competitors' prices, you decide to check with the competitor to confirm the price. The competitor tells you that the price the customer has stated is $20 less than the competitors' true price. With what type of customer are you working? A. disagreeable B. suspicious C. indecisive D. dishonest
D. dishonest
To help their employees handle complaints fairly, many businesses establish general rules that personnel should follow, which are known as A. policies B. regulations C. procedures D. techniques
A. policies
Which of the following is an example of an employee reinforcing a firm’s image through his/her job performance:
A. a customer waits on the telephone for several minutes while Matt confirms shipping information
B. Susan advises her customer that the sofa is only available by special order
C. Jack politely asks if his customer would like a beverage while s/he waits for car service
D. Angela, a human resources manager, prepares the firm’s employee newsletter every month
C. Jack politely asks if his customer would like a beverage while s/he waits for car service
Which of the following is considered to be a shopping good: A. candy bar B. socks C. sale shirt D. television set
D. television set
Water and air are examples of \_\_\_\_\_\_\_ resources. A. physical B. natural C. material D. unlimited
B. natural
When less expensive substitutes for a product are readily available, then demand for that product is likely to be more A. unitary B. elastic C. urgent D. inelastic
B. elastic
Businesses that provide such benefits as physical fitness programs or career planning for their employees do so in order to A. save money on health insurance B. maximize their profits C. be socially responsible D. comply with government regulations
C. be socially responsible
How are products allocated in a traditional economic system? A. by consumers' incomes B. by government C. by the marketplace D. by individuals
D. by individuals
The difference between the selling price of a product and all the costs and expenses of selling it is known as A. net profit B. overhead C. risk D. gross profit
A. net profit
An ice storm that caves in the roof of a business facility is an example of a(n) \_\_\_\_\_\_\_ risk. A. human B. economic C. natural D. market
C. natural
Which of the following is creatd when the government allows a single business to influence the entire production of a good or service: A. natural monopoly B. price discrimination C. conservation D. competition
A. natural monopoly
Which of the following is a standard used in measuring an individual worker's productivity: A. ratio B. input C. time D. method
C. time
Which of the following is a true statement about emotional intelligence and leadership:
A. leaders learn to outlast business trends
B. leaders are expected to take action after problems develop
C. leaders need to be confident that what they are doing is acceptable
D. leaders have to get along with a variety of people
D. leaders have to get along with a variety of people
Which of the following is a good way to help individuals who have a low level of self-esteem:
A. tell them how they can be more like another person
B. tell them about all of your accomplishments
C. point out where they have gone wrong
D. point out their skills and abilities to them
D. point out their skills and abilities to them
A survey designed to help you assess your strengths and weaknesses is know as a A. group learning exam B. group talent test C. personal skills inventory D. personal behavior survey
C. personal skills inventory
When Sam says that his supervisor is a women, Sam is describing the supervisor's \_\_\_\_\_\_ traits. A. negative B. mental C. emotional D. physical
D. physical
How do people react to monotone speakers? A. they are bored B. they are enthusiastic C. they listen attentively D. they lean toward the speaker
A. they are bored
Bill and Tom were discussing a work problem in the warehouse when Jim came in to pick up supplies. Jim took extra time to gather the supplies so that he could listen to their conservation. What is Jim doing? A. eavesdropping B. investigating C. participating D. observing
A. eavesdropping
Brianna knows that traffic jams cause her stress, so she drives to work before the rush hour whenever possible. Brianna is using A. the punishment technique B. the reward technique C. stimulus control D. extinction
C. stimulus control
Lisa and Amy are finishing a school project together. When Lisa asks Amy what she thinks about her half of the project, Amy tells Lisa, "That looks good, but let me show you what else you could have done." Amy's comments are an example of A. internal feedback B. self-control C. constructive criticism D. negative feedback
C. constructive criticism
