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Indicate whether the statement is true or false.
1. Your facial expressions are an important element of your professional image.
a. True
b. False
2. Most people tend to rely more heavily on voice quality and speech habits during an initial meeting than on anything
else.
a. True
b. False
3. Speaking rapidly in the workplace is appreciated because it conveys to your coworkers and supervisors that you are
efficient and high energy.
a. True
b. False
4. Many people form first impressions of others based primarily on assumptions rather than on facts.
a. True
b. False
5. Care should be taken whenever you post comments or photos to any social media or other website, because each of
these online activities either add to or detract from your personal brand.
a. True
b. False
6. If there is no company policy against certain attire, then it is all right to wear that attire—for example, flip flops.
a. True
b. False
7. You can increase the positive impact of a first handshake with a new client by smiling and maintaining eye contact
during the handshake.
a. True
b. False
8. Education and experience enable most people to put aside their cultural influences and not make snap judgments about
people on the basis of first impressions.
a. True
b. False
9. Monitoring your online social reputation requires only that you think carefully about the potential consequences before
you post anything on social media.
a. True
b. False
10. If you aspire to be promoted, it is important that you always dress according to the standards of your current position.
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a. True
b. False
11. When meeting someone for the first time, it is important to express social generosity by putting the other person’s
needs and feelings before your own.
a. True
b. False
12. In today’s business world, a personal brand can differentiate a job candidate from others with similar skills, helping the
person to stand out.
a. True
b. False
13. During a meeting, a potential client is introduced as “Shandra Smith.” It is important to put her at ease and a sign of
good manners to call her Shandra throughout the meeting.
a. True
b. False
14. People who work in a business or professional setting should focus only on serving the customer and not worry about
clothing or grooming.
a. True
b. False
15. A soft, limp handshake is likely to communicate warmth and genuine concern for others.
a. True
b. False
16. If a meeting is scheduled for 3 p.m., it is important meeting etiquette to be punctual and arrive at 3 p.m. on the dot.
a. True
b. False
17. Turning down your radio at work and refilling the copier paper tray after using the machine are examples of civility.
a. True
b. False
18. Social media are not reputable tools for building your personal brand.
a. True
b. False
19. Usually, people will weigh information they receive later on much more heavily than initial information they learn
about you.
a. True
b. False
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20. If you are interviewing for a job, the best way to prepare is to be on time and dress well. Then you will be relaxed and
able to ask intelligent questions.
a. True
b. False
Indicate the answer choice that best completes the statement or answers the question.
21. Good manners are essentially
a. thinking of the welfare of another, as expressed through kind, considerate behavior.
b. relaxed informality in the workplace.
c. rules established by older people who are rather inflexible and stoic.
d. traditional rules for behavior passed down over many years.
22. Wearing whatever you want to work is
a. probably OK on “casual Friday.”
b. a good idea until they create a dress code.
c. conforming to what your peers do.
d. rarely appropriate.
23. ____ is the pattern of immediate impressions conveyed by appearance, which includes the clothing, hairstyle,
fragrance, and jewelry that a person chooses to wear.
a. Wardrobe engineering
b. Surface language
c. Grooming
d. Etiquette
24. In an era of widespread cultural change within the United States,
a. minority groups must yield to the cultural norms of the majority.
b. multiculturalism presents few challenges to the typical organization.
c. members of the mainstream culture must learn the customs and practices of minority groups, including new
immigrants, and take care to avoid giving offense.
d. cultural norms of minority groups are so similar to those of the mainstream culture that knowing the norms of the
majority is sufficient for business success.
Case 11.1
Wayne is making a sales call on a new client company. The previous sales professional servicing this account, Tom, left
to join another company. Wayne had liked Tom the moment he met him but thought of him as a bit of a slob because of
the way he always chewed gum.
Wayne is calling on Cassandra, the operations manager for this company. She is a middle-level manager. As Wayne walks
into Cassandra’s office, he notes her expensively tailored suit, her professional demeanor, the simple cologne, and the lack
of jewelry. Cassandra’s appearance and office décor are reminiscent of the VP’s office in Wayne’s own company.
During the sales call Wayne is somewhat nervous. He stutters occasionally during the presentation, stumbles over the
answers to a couple of Cassandra’s questions, and tends to end his statements with a question. At the end of the call,
Cassandra thanks him for his visit and the information, and walks out to the main entrance with him, making casual
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conversation. They shake hands, and Wayne goes on to his next sales call. As she walks back to her office, she thinks,
“Should I do business with a company represented by someone with so little self-confidence?”
25. Refer to Case 11.1. What did Wayne lack during his presentation to Cassandra?
a. Wardrobe engineering
b. Professional presence
c. Etiquette
d. Image
26. “Judging a book by its cover” summarizes the impact of
a. etiquette.
b. personal charisma.
c. integrity.
d. surface language.
27. A major factor influencing your choice of clothing for work should be
a. the availability of suitable career apparel.
b. the products and services offered by your employer.
c. what competitors wear.
d. the cost of the career apparel.
Case 11.1
Wayne is making a sales call on a new client company. The previous sales professional servicing this account, Tom, left
to join another company. Wayne had liked Tom the moment he met him but thought of him as a bit of a slob because of
the way he always chewed gum.
Wayne is calling on Cassandra, the operations manager for this company. She is a middle-level manager. As Wayne walks
into Cassandra’s office, he notes her expensively tailored suit, her professional demeanor, the simple cologne, and the lack
of jewelry. Cassandra’s appearance and office décor are reminiscent of the VP’s office in Wayne’s own company.
During the sales call Wayne is somewhat nervous. He stutters occasionally during the presentation, stumbles over the
answers to a couple of Cassandra’s questions, and tends to end his statements with a question. At the end of the call,
Cassandra thanks him for his visit and the information, and walks out to the main entrance with him, making casual
conversation. They shake hands, and Wayne goes on to his next sales call. As she walks back to her office, she thinks,
“Should I do business with a company represented by someone with so little self-confidence?”
28. Refer to Case 11.1. Cassandra’s appearance and office décor represent which principle of career wardrobe decisions?
a. If you want the promotion, look promotable.
b. The first contact is the most important contact in subordinate-superior relationships.
c. If you want respect, dress better than your industry standard.
d. Carriage and entrance are critical in first-contact situations.
29. Which of the following contributes to your voice quality?
a. Tone of voice
b. Volume of your speech
c. Diction or clarity of pronunciation
d. All of these
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Case 11.1
Wayne is making a sales call on a new client company. The previous sales professional servicing this account, Tom, left
to join another company. Wayne had liked Tom the moment he met him but thought of him as a bit of a slob because of
the way he always chewed gum.
Wayne is calling on Cassandra, the operations manager for this company. She is a middle-level manager. As Wayne walks
into Cassandra’s office, he notes her expensively tailored suit, her professional demeanor, the simple cologne, and the lack
of jewelry. Cassandra’s appearance and office décor are reminiscent of the VP’s office in Wayne’s own company.
During the sales call Wayne is somewhat nervous. He stutters occasionally during the presentation, stumbles over the
answers to a couple of Cassandra’s questions, and tends to end his statements with a question. At the end of the call,
Cassandra thanks him for his visit and the information, and walks out to the main entrance with him, making casual
conversation. They shake hands, and Wayne goes on to his next sales call. As she walks back to her office, she thinks,
“Should I do business with a company represented by someone with so little self-confidence?”
30. Refer to Case 11.1. During the sales call, what image element probably most influenced Cassandra’s impression of
Wayne?
a. His entrance and carriage
b. His handshake
c. His apparel
d. His voice
31. Networking:
a. cannot be replicated in the online recruiting environment.
b. is an effective job search method that can be pursued at meetings or social events.
c. allows job candidates to rely on verbal interactions alone instead of thank-you notes and other written
communications.
d. usually allows well-qualified individuals to secure employment at first contact with an organization.
Case 11.1
Wayne is making a sales call on a new client company. The previous sales professional servicing this account, Tom, left
to join another company. Wayne had liked Tom the moment he met him but thought of him as a bit of a slob because of
the way he always chewed gum.
Wayne is calling on Cassandra, the operations manager for this company. She is a middle-level manager. As Wayne walks
into Cassandra’s office, he notes her expensively tailored suit, her professional demeanor, the simple cologne, and the lack
of jewelry. Cassandra’s appearance and office décor are reminiscent of the VP’s office in Wayne’s own company.
During the sales call Wayne is somewhat nervous. He stutters occasionally during the presentation, stumbles over the
answers to a couple of Cassandra’s questions, and tends to end his statements with a question. At the end of the call,
Cassandra thanks him for his visit and the information, and walks out to the main entrance with him, making casual
conversation. They shake hands, and Wayne goes on to his next sales call. As she walks back to her office, she thinks,
“Should I do business with a company represented by someone with so little self-confidence?”
32. Refer to Case 11.1. Wayne’s observations about Cassandra are example of the impact of ____ on the formation of
someone’s opinion.
a. surface language
b. wardrobe engineering
c. facial expression
d. manners
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33. Refer to Case 11.1. Wayne’s first impression of Tom is an example of
a. the power of facts to shape impressions.
b. the importance of properly selecting your career apparel.
c. a handshake shaping someone’s impression of you.
d. the primacy effect.
34. Which of the following is not true about greeting someone with a handshake?
a. It is usually the only physical contact between two people when they first meet.
b. It is almost impossible to change your handshake once you have developed a style.
c. It is important to know how others perceive your handshake.
d. Generally, a firm grip communicates a caring attitude, whereas a week grip communicates indifference.
35. Phineas practices good smartphone etiquette by:
a. keeping his smartphone in “vibrate” mode when reading and writing text messages during meetings.
b. always speaking loudly and annunciating clearly when answering his smartphone.
c. insisting that coworkers stay in constant digital contact, texting them throughout the day.
d. keeping his smartphone in his pocket and silenced during conversations with others.
36. Which of the following is an example of career apparel?
a. The gray suit and white shirt of an attorney
b. A receptionist in a white blouse and navy blue skirt
c. An automobile technician dressed in tan pants, blue shirt, and brown shoes
d. All of these
37. Tom is at a meeting with potential clients. Which is an etiquette mistake he could potentially make?
a. Ordering grilled chicken breast with carrots on the side
b. Waiting to eat until everyone has received their food
c. Forgetting to turn off or silence his cell phone beforehand
d. All of these
38. When it comes to making a good impression in a work setting,
a. it does not apply to an initial contact, since both people are meeting for an express purpose.
b. you have a 5- to 10-minute grace period before people form their impression of you.
c. your handshake and facial expression dominate all other elements of your appearance.
d. you have only seconds in which a person will accept or reject an employee or firm.
39. Facial expressions
a. conceal inner emotions more effectively than words do.
b. usually have little to do with the positive or negative impressions others form.
c. are important cues that help others read your mood and personality.
d. are less important than “good looks” in communicating a positive impression.
40. Which of the following is an important guideline to follow when entering an important business meeting?
a. If you feel apprehensive, don’t worry about showing it through your body language.
b. Display confidence in yourself with a strong stride and good posture.
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c. Come in quietly and take a seat toward the end of the meeting table.
d. Be sure to comment on each agenda item as it is discussed.
41. Business casual clothing
a. includes frayed jeans, T-shirts with logos, or whatever a worker is comfortable wearing.
b. is not allowed in most companies except among the highest levels of management.
c. includes attire that looks neat and professional but allows for more personal comfort than traditional business
attire.
d. is against company policies everywhere except at the surviving “dot-com” firms and in Silicon Valley software
producers.
42. Best-selling author Malcolm Gladwell let his close-cropped hair grow. After his hair grew longer, he began to receive
more speeding tickets and was pulled out of line more frequently for routine security inspections at airports. This is an
example of
a. primacy effect.
b. etiquette.
c. carriage.
d. wardrobe engineering.
43. People often forget this secret to making a positive first impression:
a. Be aware of your own feelings when meeting someone for the first time.
b. Focus on making the other person feel good about him- or herself.
c. Offer a handshake.
d. Examine your professional presence.
44. According to psychologists, the “primacy effect”
a. refers to the person who is dominant in a relationship.
b. establishes the initial mental framework within which another person is viewed.
c. is ignored when contradicted by later information.
d. is the dynamic blend of character strength, poise, self-control, and style.
45. According to the authors, which of the following is not one of the 12 major factors that form your image?
a. Self-confidence
b. Handshake
c. Traditions
d. Dress and grooming
46. In business, an effective speaking voice has a number of qualities to it, including
a. loudness.
b. quietness.
c. a high pitch.
d. a moderate pace.
47. In the opening of Chapter 11, you met a person who reinvented her _____ by overcoming shyness and anxiety about
meeting with clients and thus become successful in her field.
a. career
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b. self-concept
c. first impression
d. personal brand
Enter the appropriate word(s) to complete the statement.
48. If you have created your personal brand using social media, you should constantly monitor the sites you use. You need
to watch for postings by other people so that your _________ is not damaged.
49. ____________________ is a picture you present that determines how people see and respond to you.
50. ____________________ is a dynamic blend of poise, self-confidence, control, and style that empowers us to be able
to command respect in any situation.
51. Uniforms worn by nurses or members of the police force are a form of ____________________ specifically designed
for these particular jobs.
52. The principle that first impressions establish the mental framework within which a person is viewed and that evidence
acquired later is either ignored or reinterpreted is known as the ____________________.
53. Khaki pants, a polo shirt with a CitiBank logo, and loafers would be appropriate ____________________ attire for a
CitiBank loan manager.
54. Your personal ____________________ describes the attributes you wish to portray to others and incorporates both
what you believe and who you are.
55. A first impression, positive or negative, is often formed within the first few ____________________ of meeting
someone.
56. A set of traditions based on kindness, efficiency, logic, and consideration for others is called ____________________.
57. When in charge of a ________________, you should start and end on time and avoid bringing up a topic unless it is
related to an agenda item.
58. List the major factors that comprise a person’s image.
59. Imagine you are preparing for a job interview, and you want to be sure to execute the “perfect” handshake: one that
communicates care, confidence, interest, and warmth. Describe this “perfect” handshake.
60. Imagine you are attending a job fair. Based on the primacy effect, what can you predict will happen as you interact
with company representatives at the fair? What steps would you take to make the most of this networking opportunity?
61. In the age of technology, most people use a smartphone throughout the day. Identify four etiquette guidelines for
smartphone use.
62. What steps should you take to create a social media profile that positively represents your personal brand?
63. What is professional presence, and how important is it to you?
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64. Explain the concept of the “business casual look.” Describe an appropriate business casual look for a 24-year-old
female dental office manager and a 48-year-old nonprofit donor development director.
65. Do you believe that dress codes infringe on workers’ rights? What do you consider the most important factors to
consider when forming an opinion on the matter?
66. Do you believe in making and trusting first impressions? Explain why you do or do not believe in their importance in
a business context.
67. The stiff competition in today’s labor market makes standing out in a sea of job applicants all the more important. So,
brand yourself! Describe what you want to convey through your personal brand and how you will express it.
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Answer Key
1. True
2. False
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26. d
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