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Pareto Principle is known as ---------------a. 50/50 Principle b. 70/30 Principle c.80/20 Principle d.60/40 Principle 2.

The Pareto Principle applies w,hen the majority of results come from ------a. A small amount of effort b. A large amount of effort b. A medium amount of effort d.All the above. 3. Time management is a ------------------a. Learned skill Developed skill Born skill Natural skill

4. --------- is about prioritizing your tasks to determine which activities should be done and which activities can be eliminated a. Being well managed Being effective Managing time Managing work 5. What can help you improve your performance? a. Working hard Hardly working Setting priorities Working efficiently 6. Listening is often described as ------a. A skill An art Innate Knowledge 7. Customer satisfaction is not about promising or giving customers everything they want a. True False 8. When interacting with the customer you need to understand their -----a. Perspectives Challenges Goals All of the above 9. SSM is ----------a. Social Service Management b. Signature Selling Method Some Secret Measures None of the above

10. Market studies show that the higher the customer satisfaction rating, the greater the benefit in--a. Revenue and Market share Getting more customers b. Getting more business Having them to stay 11. A dissatisfied customer will tell --------------------- other customers about it a. 50 5 15 20 12. References are vital to IBM because they help in ------------a. Business Closing sales with other customers b. Revenue generation All the above 13. Customer Satisfaction is the difference between the Customers perceptions minus ---a. The reality Their expectations b. IBMs perceptions None of the above

14. Typing emails in all caps reflects----a. Insinuation Yell Provoked Laziness 15. The diabetes series is free and open to the public and will be of specific ----------- to people who have diabetes and their families and friends. a. Interests Interest 16. She complains --------- depleting resources. a. about of to 17. Debbie was -------- about taking the promotion. a. Ambiguous Ambivalent 18. Written communication through email is best when -----a. One need to get quick response for something It is urgent and needs special attention b. Both (a) and (b) are correct. Neither (a) not (b) are correct. 19. I am afraid she is going to -------- her grandmothers wedding band. a. Lose Loose 20. The manager was ---------- about her problems. a. Discrete Discreet 21. You must ------------- what I say. a. do exactly exactly do 22. You need to chart your own ----------- path. a. Career Ascent 23. I like to listen ---------- music. a. to the 24. Every machine has its users groups and --------- (a/the) band of loyal enthusiasts who tout its merits. That makes it all -------------- (the/a) more difficult for --------(the/a) uninitiated to decide what machine to buy. Students have --------- (a/the) huge advantage, however. The computer companies are so eager for students business (it builds brand loyalty) that many offer huge discounts. a. a / the / the / a the / a / the / a b. a / the / the / the he / a / a / the 25. Complete every assignment. a. Declarative Imperative Explanatory Interrogative

26. Will you please come for the party tonight?

a. Assertive Sentence Sentence Entreaty Statement 27. I spent two hours on the report. a. Imperative Declarative Interrogative Assertive 28. The deal is expected to close in the second quarter. a. Assertive Declarative Imperative Statement 29. What are the suggested actions to take in dealing with another person in a mature manner? a. Use language that is constructive Do not judge or blame b. Evaluate the work and not the person All of the above 30. Clear, open, and honest communication is fundamental to successful team. a. True False 31. It is only by meeting and exceeding clients expectations that you can ensure a. Fully satisfied clients More business More revenue More clients 32. Employees who are client focused help clients identify a. New business opportunities New business New opportunities clients One may procrastinate because----a. Too difficult Too time consuming Uninteresting New

All of the above No interest All of the

1. Reason for poor time management ----a. Lack of clarity about the task Too lazy

Hard to prioritize

2. How can a person become organized? a. List to-dos Re-organize at the end of the day above

Set up a reading file

3. ------------ is about prioritizing your tasks to determine which activities should be done and which activities can be eliminated. a. Being well managed Being effective Managing time Managing work 4. Who is responsible for customer satisfaction? a. You are We are IBM is None of the above 5. Listening is often described as -----a. A skill An art Innate Knowledge 6. The seven Customer Imperatives are imbedded in IBMs Customer Relationship Management process a. True False

7. a. b. c. d.

SSM is -----Social Service Management Some Secret Measures Signature Selling Method None of the above

8. Ensuring customer satisfaction with every sale, installation, and delivery is called as: a. Transaction Satisfaction b. Customer satisfaction c. Timely delivery d. All of the above 9. a. b. c. d. How do we build customer loyalty? By developing relationships with them By listening to them By understanding them By being loyal

10. There are ------ Customer Imperatives. a. 5 b. 10 c. 7 answer d. 4 11. Subject line should not run longer than----a. 60 characters b. 80 characters c. One run-on sentence d. Scope of the message 12. Requested action should be clearly placed at the ---a. As a bullet point b. In the subject line c. In the body of the message d. Beginning of the mail 13. In order to respect contacts privacy, one need to use---a. b. c. d. a. The CC field The contact list The BCC field None

14. I have --------- finished working on the program. Already

b.

Just 15. Discussing the problem with the senior had a particular ---- on Evelyn. a. Affect b. Effect 16. The subject line can be ---a. Impersonal but business-like b. Personal but business-like c. Curt and Specific d. Informal and Casual 17. ----- breakfast time we do not have salads. a. In b. At c. On 18. You must ------- what I say. a. do exactly b. exactly do 19. Message in the mail should always be ---a. Precise b. Concise c. Ablative d. Upfront 20. Always try to speak in a neutral ------a. Accent b. Ascent 21. I like to listen ------- music. a. to b. the 22. Which of the following is IBM confidential information? a. Offering or Product design data b. Financial data relating to IBM operations c. Any kind of Team Communication d. All the above 23. Which of the following is a major hindrance to the precision of the written communication? a. Inflated Language b. Colorful font c. Emphasizers

d. All of them 24. Every machine has its users groups and -------- (a/the) band of loyal enthusiasts who tout its merits. That makes it all -------- (the/a) more difficult for ------ (the/a) uninitiated to decide what machine to buy. Students have ----- (a/the) huge advantage, however. The computer companies are so eager for students business (it builds brand loyalty) that many offer huge discounts. a. a / the / the / a b. the / a / the / a c. a / the / the / the d. he / a / a / the 25. Though you can make ------ (the / a) decision on purely economic grounds, buying ------ (a / the) computer is often more like joining ----- (a/the) religious cult. Buy ----- (an / a) Apple, for example, and almost by default you join Apple chairman Steve Jobs in his crusade against IBM. a. the / a / the / a b. a / the / the / a c. the / a / a/ an d. a / a / the / a 26. I spent two hours on the report. a. Imperative b. Declarative c. Interrogative d. Assertive 27. What are the suggested actions to take in dealing with another person in a mature manner? a. Use language that is constructive b. Do not judge or blame c. Evaluate the work and not the person d. All of the above 28. Employees should know key divisional and departmental targets and goals in order to best contribute to and support them. a. True b. False 29. You can become skilled in client focus by ---a. Doing more for them b. Doing your homework c. Working hard d. Listening carefully 30. Knowing your clients needs and expectations enables you to ------

a. b. c. d. a. b. c. d.

Build rapport Offer better solutions Work effectively Do more business with the client

1. Some of the myths of Time Management are ------You can do it all You were born organized You should hurry All of the above 2. ------ are used to coordinate the various activities of an individual over a period of time. To-do lists Planners Calendars Organizers 3. Essentially, setting priorities helps You plan better You be more organized Resolve conflict Manage time 4. Who can help you improve your performance? Working hard Hardly working Setting Priorities Working efficiently 5. Identify customer imperatives -----Understand the customer Responsiveness and accessibility Communication All of the above 6. ---------- are most important to IBM. Customers Profits Market shares Goals

a. b. c. d. a. b. c. d. a. b. c. d. a. b. c. d. a. b. c. d.

7. World Vision Thailand strategically -------- (maintain, maintains) a network of 420 employees, which ------- (place, places) the agency in a unique position to formulate humanitarian solutions. a. Maintains / Place b. Maintain / place c. Maintain / places

d. Maintains / Places 8. He has many friends, but ------- are good ones. a. few b. a few 9. Before sending the message through email, one should pay attention to -------The layout of the mail The proof reading of the contest The spell check and the grammar check The signature field 10. Written communication through email is best when -------One need to get quick response for something It is urgent and needs special attention Both (a) and (b) are correct Neither (a) nor (b) is correct

a. b. c. d. a. b. c. d.

11. I am afraid she is going to ---------- her grandmothers wedding band. a. lose b. loose 12. Debbie was --------- about taking the promotion. a. Ambiguous b. Ambivalent a. b. c. d. 13. Complete every assignment. Declarative Imperative Explanatory Interrogative 14. In the past six months, IBM, Apple, and others have bought out new computers, and --------- (the / a) fierce competition has forced prices down. Also, time is on your side, next year at (this / the) time youll have even more choice and more computing power and features for -------- (the / a) same price. the / the / the a / the / the the / this / the the / the / a

a. b. c. d.

15. Will you please come to the party tonight? a. Assertive Sentence b. Sentence

a. b. c. d. a. b. c. d.

16. Before understanding about client focus, IBMers need to understand. Environment of IBM Business The client Themselves 17. Outstanding IBM employees understand their clients by ---Putting themselves in the clients situation Listening carefully Working effectively Understanding the client 18. Employees having client focus spend time with external clients and others in the marketplace to understand. Requirements Clients People All of the above Effective feedback that a good communicator should use is: --------Well-Timed, Evaluative and Defensive Evaluative, defensive, and accusative Evaluative, informative and accusative Descriptive, specific and focused on behavior

a. b. c. d. 1. a. b. c. d.

2. The formality of the language one use should match the: a. Formality of the situation and the relationship between the sender and the receiver. b. Formality of the situation c. Designation of the sender and the receiver d. Mode of conversation 3. a. b. c. d. 4. a. b. c. d. Spontaneous, Conversational and uninhibited style of speaking is: Directive Style Expressive Style Meta Style Submissive Style ----------- is a creativity technique that both reframes the situation and fosters them. Brainstorming Inventive Problem Solving Mind-mapping Conceptualizing

5. To stimulate ideas we need to: a. Substitute and Combine

b. Modify and Magnify c. Only (a) d. Both (a) and (b) 6. a. b. c. d. 7. a. b. c. d. 8. a. b. c. d. You have to manage yourself before you can------Manage time effectively Start your day Manage work effectively Manage others time effectively Essentially, setting priorities helps ----You plan better You be more organized Resolve conflict Manage time How can a person become organized? List to-dos Re-organize at the end of the day Set up a reading file All of the above

9. IBM should conduct business -------a. IBMs way b. Customers way c. Both ways d. All of the above 10. What percentage of customers leaves their vendors due to poor service? a. 15% b. 5% c. 25% d. 68% 11. Market studies show that the higher the customer satisfaction rating, the greater the benefit in ----------a. Revenue and market share b. Getting more customers c. Getting more business d. Having them to stay 12. Very satisfied customers bring us twice as much repeat business as do customers who are merely satisfied. a. True

b. False 13. Before sending a mail one should ------------- the receiver. a. Analyze b. Study c. Intimate d. Evaluate 14. The tone of the email should be --------a. Conversational b. Professional c. Emotional d. Both (a) and (b) 15. The manager was ----------- about her problems. a. Discrete b. Discreet 16. Message in the mail should always be -------a. Precise b. Concise c. Ablative d. Upfront 17. Which of the following is a major hindrance to the precision of the written communication? a. Inflated Language b. Colorful font c. Emphasizers d. All of them 18. I got the approval of the manager. a. Statement b. Sentence c. Command d. Exclamation 19. Complete every assignment. a. Declarative b. Imperative c. Explanatory d. Interrogative 20. For long-term effective change, you need to consider what changes you can make in your ------a. Paradigm

b. Actions c. Words d. Deeds 21. Clients tend to be loyal to organizations they believe are interested in their -------a. Company b. Success c. IBM d. Employees 22. Employees, who are client focused help clients identify -------a. New business opportunities b. New business c. New opportunities d. New clients 23. When a team member is un-sure, they need to consult ----------------a. Managers b. Other team members c. Their family d. None of the above 24. Team members may be afraid to take ----------- because they dont want to rock the boat. a. Decisions b. Action c. Responsibilities d. Ownership 1. Many times procrastination just takes -----a. b. c. d. working getting started finishes tasks all of the above

2. When it needs to deliver unpleasant news, one should do it.. a. b. c. d. upfront casual sheepishly accusingly

3. Begin the transition from you managing time to you ------a. Managing work

b. Managing yourself c. Working effectively d. Working efficiently 4. Being efficient does produce results but can frequently cause you to waste time trying to do it all. a. True b. False 5. People learn time management, by example and over a period of time, form ------a. b. c. d. People around them Books/Magazines Prioritizing Time Management Books.

6. The three steps for listening are. a. b. c. d. Establish rapport, Check for understanding & Summarize Listen, Understand & Conclude Understand, Empathize & Conclude None of the above

7. Complaints that are resolved quickly lead to ------a. b. c. d. Higher Satisfaction Better Satisfaction More revenue None of the above

8. From a customer point of view, competence means ------a. b. c. d. Having people with key skills Having products and solutions when the customer needs them Having a SPOC who knows it all All of the above

9. The joint research ------- (aim, aims) to explore mathematical modeling ------(technique, techniques) and social networks to enable organizations to improve the ------- (ways, way) people work. a. b. c. d. aims / technique / way aims / technique / ways aim / technique / ways aims / techniques / way

1. Methods available for tracking time a. calendar b. project plan c. to do list d. all 2. Listening is a ____learned _____ skill. a. developcorrect answer b. born c. natural d. none 3. Three steps for listening are a. rapport, check for understand and summarize b. listen, understand and conclude c. understand, empathize and conclude d. none 4. Identify the primary informations gathering activities that IBM uses to understand customer expectations a. set/met dialog b. transaction expectations c. complaint expectations d. all 5. How do we build customer loyalty? a. by developing relationship with them b. by listening to other c. by understanding them d. be loyal 6. Customer satisfaction is difference between customer perceptions minus a. reality b. their expectations c. IBMs perceptions d. none 7. Subject line should not run longer than a. 60 characters b. 80 characters c. one run on sentence d. scope of message 8. ________ breakfast time we do not have salads. a. in b. at

c. on 9. I dont have access ____ the database. a. to b. of c. into 10. Tone of the email should be a. conversational b. professional c. emotional d. a & b 11. My father often _____ in the lake. a. swims b. swam 12. I have ______ finished working on the program. a. already b. just 13. You must ______ what I say. a. do exactly b. exactly do 14. I spent two hours on the report a. Imperative b. declarative c. Interrogative d. Assertive 15. Complete every assignment. a. declarative b. imperative c. explanatory d. interrogative 16. Before understanding about client focus, IBMs need to understand a. environment of IBM b. business c. client d. themselves 17. Client tend to loyal to organizations they believe are interested in their a. company b. success

c. IBM d. employee 18. Employees who are client focused help clients indentify a. new business opportunity b. new business c. new opportunity d. new clients 1. One may procrastinate because a. too difficult b. too time consuming c. uninteresting d. all 2. Reasons for poor time management a. lack of clarity about the task b. too lazy c. hard to prioritize d. no interest 3. You have to manage yourself before you can a. manage time effectively b. start your day c. manage work effectively d. manage others time effectively 4. What can help you improve your performance? a. working hard b. hardly working c. setting priorities d. working effectively 5. Organizers are used to coordinate the activities of a number of people who are working on the same project for a period of time a. true b. false 6. Analysis has shown that higher customer satisfaction results in a. increase revenue & profit b. increase client relation c. increase business d. increase income 7. Identify customer imperatives a. understand customer

b. responsiveness and accessibility c. communication d. all 8. Customers also have certain expectations when they agree to work with IBM, which may be based on a. customers experience with IBM in the past b. IBMs reputation in the marketplace c. experience with other competitors d. all 9. Market studies shows that higher customer satisfaction rating higher the benefit in a. revenue & market share b. getting more customers c. getting more business d. having them to stay 10. We must not only meet the customers need but also a. anticipate & exceed them b. do more c. meet our needs d. meet IBM needs 11. A dissatisfied customer will tell ______ other customers about it. a. 50 b. 5 c. 15 d. 20 12. Which tool would you use in IBM for get a solution to the customers complaint? a. complaint management tool b. IBM tool c. complaint tool d. management tool 13. IBM uses ________ to gain feedback from our customers and uses the results to improve its business a. phone calls b. conference calls c. magazines d. surveys 14. Because diabetes can cause devastating _damage__ (damage/damages) to virtually all body ___systems____ (system/systems), people with diabetes should not underrate the seriousness of their disease. a. damage/system

b. damages/system c. damage/systems d. damages/systems 15. Before sending a mail one should __intimate___ the receiver. a. analaze b. study c. intimate d. evaluate 16. In order to respect contacts privacies, one needs to use a. cc field b. contact list c. bcc list d. none 17. Debbie was __ambivalent___ about taking the promotion. a. ambiguous b. ambivalent 18. If you dont go, I wont go ___either___ a. either b. too 19. Discussing the problem with the senior had a particular _effect_ on Evelyn a. affect b. effect 20. Fancy writing paper is called __Stationery____ a. stationary b. stationery 21. Please _ peruse __ this report to your leisure. a. pursue b. peruse 22. Joe was completely _ disinterested _in the book. a. uninterested b. disinterested 23. She complains _ of_ depleting resources. a. about b. Of c. to 24. You need to check your own career path.

a. career b. ascent 25. I got the approval of the manager. a. statement b. sentence c. command d. exclamation 26. Every machine has its users groups and __ a ___ (a/the) band of loyal enthusiasts who tout its merits. That makes it all __ the ____ (a/the) move difficult for _ the ___ (the/a) uninitiated to decided what machine to buy. Student have __ a ____ (a/the) huge advantage, however. a. a/the/the/a b. the/a/the/a c. a/the/the/the d. the/a/a/the 27. Will you please come for the party tonight? a. assertive sentence b. sentence c. entreaty d. command 28. Try to understand the requirements of the project. a. assertive senthence b. sentence c. exclamation d. command 29. On __The_ (the/a) other hand, this will probably be true for many years. So for those who need or want __a_ (a/the) computer now, its a great time to buy one. a. a/a b. the/a c. the/the d. a/the 30. The way you view a situation is also known as a. observation b. paradigm c. behaviors d. filters 31. Employees should know key divisional and departmental targets and goals in order to best contribute to support them. a. true

b. false 32. It is only by meeting and exceeding clients expectations that you can ensure a. fully satisfied clients b. more business c. more revenue d. more clients 33. Employees with good client focus a. have a deep understanding of the clients world b. identify solutions that go beyond the clients requirement or expectations and exceed significant value c. take responsibility to solve client problems d. all