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1. When customers are listened to online, they are more likely to contribute to company social media sites.
a. True
b. False
2. Using your eyes is a particularly effective way to express meaning without words.
a. True
b. False
3. Although a nonverbal message is not written or spoken, it may be conveyed along with a verbal message.
a. True
b. False
4. When using social media to attract customers, a company should listen to what customers have to say and
encourage feedback from them.
a. True
b. False
5. The way you stand and where you position your legs or arms signal whether your verbal message is emotional or
rational.
a. True
b. False
6. Good grooming helps ensure that you make a positive first impression in your communication with others.
a. True
b. False
7. In some cultures, maintaining eye contact is not important and may even be considered impolite.
a. True
b. False
8. As long as companies provide a way for customers to provide feedback online, the companies shouldn't worry
about responding consistently.
a. True
b. False
9. Getting their message out is the primary objective of companies that use social media effectively.
a. True
b. False
10. In almost all cultures, adults usually use higher-pitched voices when speaking to children.
a. True
b. False
11. Our culture, status, and specific situation influence the meaning we attach to time.
a. True
b. False
12. Most people instinctively know how to use touch as a form of business communication.
a. True
b. False
13. Individuals from London or the United States are likely to touch people they are talking with more frequently than
individuals from Paris or Puerto Rico do.
a. True
b. False
14. In terms of space and territory, communication can occur within the intimate zone, the personal zone, the social
zone, or the public zone.
a. True
b. False
15. At a staff meeting, people tend to maintain a distance of 4 to 12 feet from each other, reflecting the social zone
where this interaction typically occurs.
a. True
b. False
16. Hearing consists of interpreting and assigning meanings to the sounds that are heard.
a. True
b. False
17. It is possible to listen and yet not understand.
a. True
b. False
18. The communication skill we use most is speaking.
a. True
b. False
19. One of the major causes of poor listening is lack of training in the process.
a. True
b. False
20. Poor listeners may not be aware of their weakness.
a. True
b. False
21. Poor listening is due, in part, to the difference between the speed at which the sender speaks and the speed at
which the receiver's brain processes data.
a. True
b. False
22. When you are striving to improve your listening skills, you can more easily eliminate physical distractions than
mental distractions.
a. True
b. False
23. It is just as important for a listener to maintain eye contact with the speaker as for the speaker to maintain eye
contact with the whole audience.
a. True
b. False
24. Multitasking while making a business call is acceptable in most cases.
a. True
b. False
25. It is generally acceptable to call someone's personal phone at night when they could have been reached during the
day on a company phone.
a. True
b. False
26. To remain actively involved in a presentation, it helps to paraphrase the speaker's remarks internally.
a. True
b. False
27. Building meaningful relationships with customers and employees online primarily requires good technological skills.
a. True
b. False
28. Important business decisions can and sometimes should be made through a text message conversation.
a. True
b. False
29. During a telephone call, you should use your voice to project a friendly, competent image.
a. True
b. False
30. Answer the phone quickly to demonstrate that you care about your caller.
a. True
b. False
31. It is important to schedule VoIP calls ahead of time to ensure that any technical difficulties can be resolved well
before the meeting is to take place.
a. True
b. False
32. Studies done by Kelly Services shows that most employees prefer to have virtual or online meetings rather than
those conducted face-to-face.
a. True
b. False
33. The desire for face-to-face meetings crosses not only cultures, but generations as well.
a. True
b. False
34. For companies such as JetBlue, social media creates a collaborative, cost-effective way to interact with customers.
a. True
b. False
35. Companies that are active on many online sites and that heavily engage customers are called "Wallflowers."
a. True
b. False
36. Engaging and responding to customers online often leads to customer avoidance of company websites.
a. True
b. False
37. One benefit of having an intranet for employee feedback is that it helps to keep such feedback internal, rather than
publicly available.
a. True
b. False
38. A company that handles online chat poorly may be doing more harm than good.
a. True
b. False
39. Because they do not include nonverbal clues to meaning, the office phone and text messaging free employees from
worries about business etiquette.
a. True
b. False
40. Avoid taking calls during business meetings.
a. True
b. False
41. Principles for using an office phone do not apply to work-related calls you receive on your personal smartphone.
a. True
b. False
42. The first step in planning a meeting is to determine the specific purpose and assess whether face-to-face contact is
even necessary.
a. True
b. False
43. Holding a meeting is more efficient than sending an email message for communicating routine information.
a. True
b. False
44. With an agenda, you can better prepare for a meeting by gathering background information and remaining focused
on what is to be covered.
a. True
b. False
45. When planning a meeting, invite only those who have a specific reason to attend.
a. True
b. False
46. Proper logistics, including appropriate timing, location, and room setup, can enhance the productivity of a meeting.
a. True
b. False
47. Starting on time sends a clear message that the attendees will not delay discussions and decisions while awaiting
chronic latecomers.
a. True
b. False
48. Unless an attendee suggests a new topic at the start, only information listed on the agenda should be discussed at a
meeting.
a. True
b. False
49. Begin and end meetings on time for maximum efficiency.
a. True
b. False
50. The minutes of a meeting should emphasize what was accomplished, not what participants said.
a. True
b. False
51. Which of the following is not good advice for using your smartphone for work?
a. Avoid talking in public for important calls.
b. During meetings, set your phone to vibrate and move to a corner of the room.
c. Avoid talking while driving.
d. Use office phone principles.
e. Schedule a time for important calls so you can talk privately.
52. Without nonverbal cues, ____ and ____ are more important when you use an office phone.
a. font size, design
b. gestures, voice
c. grammar, sentence style
d. etiquette, voice
e. voice, tone
53. You can convey a positive, professional image on the phone by
a. eating a quick snack to keep up your blood sugar.
b. putting the caller on hold if you get another call.
c. using your natural voice, but making sure you don't sound bored.
d. using your time efficiently by keeping your email on the screen.
e. using frowns and eye rolling to let off steam when annoyed.
54. Which of the following correctly describes an aspect of body movement as nonverbal communication?
a. You should avoid gestures because they distract from your message.
b. Most cultures stress the importance of maintaining eye contact.
c. You'll appear nervous if you lean forward during a business conversation.
d. Receivers tend to misinterpret subtle upper-body movements.
e. Facial expressions generally have the same meaning across cultures.
55. Which of the following does not accurately describe body movement?
a. Facial expressions are the most expressive part of the body.
b. Gestures illustrate and reinforce your verbal message.
c. Body stance indicates interest and involvement.
d. Gestures are very similar in meaning across cultures.
e. Your eyes are the most important nonverbal feature of your face.
56. Which statement does not accurately describe voice qualities?
a. Nervous people usually talk slowly.
b. People who speak too loudly appear pushy or insecure.
c. In most languages, a rising intonation signals a question.
d. Tone can reinforce or contradict message meaning.
e. Tone can carry intended and unintended meaning.
57. Which of the following is not true of touch?
a. The sense of touch is acquired before birth.
b. The importance of touch varies widely by culture.
c. You can't touch too much in a business setting.
d. People who never touch anyone in a business setting may be viewed as cold and insensitive.
e. Touching may be purely physical or simply a friendly gesture.
