Business Communications & Interpersonal Skills Test Quiz

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  • 1/45 Questions

    When writing a memo you should...  

    • Use flowery words
    • Be simple and direct
    • Leave out some details so they have to call you
    • Use long sentences that go into great detail
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About This Quiz

This quiz evaluates key skills in business communications and interpersonal interactions. It covers memo writing, handling complaints, understanding body language, and the use of professional jargon, essential for effective workplace communication.

Business Communications & Interpersonal Skills Test Quiz - Quiz

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  • 2. 

    The best way to handle a complaint would be to...

    • Argue with the customer

    • Deal with the problem not the customer

    • Hear the customer out, calm them, and resolve the situation

    • Continue to go about your day and forget what happened

    Correct Answer
    A. Hear the customer out, calm them, and resolve the situation
    Explanation
    The best way to handle a complaint is to hear the customer out, calm them, and resolve the situation. This approach shows empathy towards the customer's concerns and allows them to express their frustrations. By actively listening and remaining calm, it becomes easier to understand the root cause of the complaint and find a suitable solution. Resolving the situation in a satisfactory manner demonstrates good customer service and can help maintain a positive relationship with the customer. Arguing with the customer or ignoring the complaint would only escalate the situation and potentially damage the customer-business relationship.

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  • 3. 

    Someone that deals with problems after they happen is ________________

    • Reactive

    • Proactive

    Correct Answer
    A. Reactive
    Explanation
    A person who deals with problems after they happen is considered reactive. This means that they respond to issues as they arise, rather than taking proactive measures to prevent them from occurring in the first place. Reactive individuals tend to be more focused on solving immediate problems rather than planning and anticipating future challenges.

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  • 4. 

    A type of printed informal message that is used frequently within a office.

    • Business Letter

    • E-mail

    • Memo

    • Resume

    Correct Answer
    A. Memo
    Explanation
    A memo is a type of printed informal message that is commonly used within an office. It is a brief and concise form of communication that is often used to convey important information or instructions to colleagues or employees. Memos are typically used for internal communication within an organization and are an effective way to disseminate information quickly and efficiently. They are commonly used for announcements, reminders, requests, or updates within a workplace setting.

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  • 5. 

    Special words or expressions that are used by a particular profession or group and are difficult for others to understand. For example- A police officer might say 10-4 to say "I understand"

    • Jargon

    • Empathize

    • Flowcharts

    • Intonation 

    Correct Answer
    A. Jargon
    Explanation
    Jargon refers to special words or expressions that are used by a particular profession or group and are difficult for others to understand. It is a form of technical language that is specific to a certain field or community. In the given options, "jargon" is the only term that matches this description, making it the correct answer.

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  • 6. 

    Stroking your chin while looking at someone means that you're___________________

    • Bored

    • Angry

    • Judgmental

    • Defensive

    Correct Answer
    A. Judgmental
    Explanation
    Stroking your chin while looking at someone can be interpreted as a sign of being judgmental. This action often indicates that a person is deep in thought, analyzing or evaluating someone or something. It suggests that the person is forming opinions or making critical judgments about the person they are looking at.

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  • 7. 

    Shifting from one leg to another during a conversation is a example of________________?

    • Skimming

    • Compromise

    • Judgmental

    • Body Language

    Correct Answer
    A. Body Language
    Explanation
    Shifting from one leg to another during a conversation is an example of body language. Body language refers to the nonverbal signals and cues that we use to communicate our thoughts, feelings, and intentions. Shifting from one leg to another can indicate discomfort, nervousness, or a desire to end the conversation. It can also signal a lack of confidence or uncertainty. Therefore, this behavior is a clear example of how our body language can convey messages and emotions without the need for words.

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  • 8. 

    Communication is

    • Passing along factual data

    • Sending information to another person

    • A two-way process of sharing information

    • Shouting a request across a noisy room 

    Correct Answer
    A. A two-way process of sharing information
    Explanation
    The correct answer is "a two-way process of sharing information" because communication involves both sending and receiving information. It is not just about passing along factual data or sending information to another person, but also about actively engaging in a conversation where information is shared and understood by both parties. Shouting a request across a noisy room may involve sending information, but it does not necessarily involve the exchange of information or a two-way process.

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  • 9. 

    The amount of confidence and satisfaction one has in oneself or how you feel about yourself is called____? 

    • Attitude

    • Personality

    • Mannerism

    • Self-esteem 

    Correct Answer
    A. Self-esteem 
    Explanation
    Self-esteem refers to the amount of confidence and satisfaction one has in oneself or how one feels about themselves. It is a measure of self-worth and self-respect, reflecting an individual's overall evaluation of their abilities, qualities, and value. Self-esteem plays a crucial role in shaping a person's thoughts, emotions, and behaviors, influencing their relationships, achievements, and overall well-being.

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  • 10. 

    You should listen with empathy to a friend who is sharing innermost feelings. What is another word for empathy?

    • Judgement

    • Ethics

    • Bias

    • Understanding 

    Correct Answer
    A. Understanding 
    Explanation
    Understanding is another word for empathy because it refers to the ability to comprehend and relate to someone's emotions, thoughts, and experiences. When we listen with empathy, we strive to understand and connect with our friend on a deeper level, acknowledging their feelings without judgment or bias. Empathy and understanding go hand in hand, as they involve actively putting ourselves in someone else's shoes and showing compassion and support.

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  • 11. 

    During the communication process, what is the term for the area where communication takes place?

    • Setting

    • Channels

    • Feedback

    • Receiver

    Correct Answer
    A. Setting
    Explanation
    The term for the area where communication takes place is the setting. The setting refers to the physical or virtual environment in which communication occurs. It can include factors such as the location, atmosphere, and context in which the communication takes place. The setting plays a crucial role in shaping the communication process, as it can impact the effectiveness and understanding of the message being conveyed.

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  • 12. 

    The person who accepts the message.

    • Sender

    • Receiver

    • Reader

    •  Interceptor 

    Correct Answer
    A. Receiver
    Explanation
    The receiver is the person who accepts the message. They are the intended recipient of the communication and are responsible for receiving and interpreting the message sent by the sender. The receiver plays a crucial role in the communication process as they need to understand and respond to the message appropriately.

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  • 13. 

    Biting your nails is a nonverbal:    

    • Sign of nervousness

    • Courtship gesture.

    • Sign of thinking.

    • Sign of lying. 

    Correct Answer
    A. Sign of nervousness
    Explanation
    Biting your nails is considered a nonverbal sign of nervousness. When people are feeling anxious or stressed, they may resort to nervous habits such as nail biting. It is a subconscious behavior that often occurs when individuals are deep in thought or experiencing tension. Nail biting can be seen as a way to release nervous energy and provide temporary relief. Therefore, the correct answer is "sign of nervousness."

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  • 14. 

    The best way to handle a complaint would be to

    • Argue with the customer

    • Deal with the problem not the customer

    • Hear the customer out, calm them, and resolve the situation

    • Continue to go about your day and forget what happened

    Correct Answer
    A. Hear the customer out, calm them, and resolve the situation
    Explanation
    The best way to handle a complaint is to hear the customer out, calm them, and resolve the situation. Arguing with the customer will only escalate the issue and create more dissatisfaction. Dealing with the problem rather than the customer shows a lack of empathy and may not address the customer's concerns adequately. Continuing to go about your day and forgetting what happened ignores the customer's concerns and does not provide a solution. Therefore, the most effective approach is to listen to the customer, show empathy, and work towards resolving the complaint.

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  • 15. 

    A theme park management team is preparing to open for the summer season. They are expecting higher than average attendance records, and one of the team members points out that the long lines for their attractions was a major concern last season and might cause customer complaints this year. The team decides to brainstorm some ideas to solve the problem now so they can be implemented before the season gets too busy. 

    • Proactive

    • Reactive

    Correct Answer
    A. Proactive
    Explanation
    Remember, proactive means dealing with a problem before it becomes a problem.

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  • 16. 

    What is the term for a problem solving strategy for settling disputes between two people that are fighting 

    • Customer Relations

    • Conflict Resolution

    • Perception

    • Agenda

    Correct Answer
    A. Conflict Resolution
    Explanation
    Conflict resolution refers to a problem-solving strategy used to settle disputes between two individuals who are engaged in a fight or disagreement. It involves finding a mutually acceptable solution that addresses the concerns and interests of both parties involved. Conflict resolution aims to promote understanding, communication, and compromise in order to reach a peaceful resolution and maintain positive relationships.

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  • 17. 

    Listener listens only for certain things

    • Pretend listening  

    • Pronunciation 

    • Fragmented listening

    • Enunciation

    Correct Answer
    A. Fragmented listening
    Explanation
    Fragmented listening refers to a situation where the listener only pays attention to certain parts or fragments of what is being said, rather than listening to the entire message. This can occur when the listener is distracted or disinterested, leading to gaps in their understanding of the conversation. In this context, the answer suggests that the listener is not fully engaged and is only selectively listening, which aligns with the concept of fragmented listening.

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  • 18. 

    Listener doesn’t care what is going on or is waiting for turn to talk 

    • Fragmented listening  

    • Distraction

    • Prejudging   

    • Pretend listening

    Correct Answer
    A. Pretend listening
    Explanation
    Pretend listening refers to the act of pretending to listen or pay attention to someone while actually not caring about what they are saying or waiting for their turn to talk. This behavior can be seen as a form of deception, as the listener is giving the impression that they are engaged in the conversation when they are actually not. This can be a result of disinterest, distraction, or a lack of respect for the speaker.

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  • 19. 

    Several audience members left because they had a hard time understanding the speaker due to their inability to speak clearly and be understandable. They had poor_______________. 

    • Enunciation   

    • Pronunciation

    • Active listening

    • Grammar

    Correct Answer
    A. Enunciation   
    Explanation
    The correct answer is "enunciation". Enunciation refers to the clear and distinct pronunciation of words. In this context, the audience members had a hard time understanding the speaker because the speaker did not speak clearly and was not easily understandable. This suggests that the speaker had poor enunciation skills.

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  • 20. 

    The assignment of job responsibilities to another person

    • Jargon 

    • Clientele

    • Agenda      

    • Delegation

    Correct Answer
    A. Delegation
    Explanation
    Delegation refers to the act of assigning job responsibilities to another person. It involves entrusting tasks and authority to someone else, allowing them to take on certain duties and make decisions on behalf of the person delegating. Delegation is an essential management skill that helps distribute workload, empower employees, and promote efficiency within an organization.

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  • 21. 

    Communication is the exchange of information between a ________ and a __________

    • Audience, Receiver

    • Encoder, Decoder

    • Sender, Receiver

    • Source, Receiver

    Correct Answer
    A. Sender, Receiver
    Explanation
    Communication is the process of transmitting information from one entity to another. In this context, the sender is the one who initiates and transmits the message, while the receiver is the one who receives and interprets the message. Therefore, the correct answer is "Sender, Receiver."

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  • 22. 

    Which of the following is appropriate when making a speech?

    • Chew gum

    • Speak quickly

    • Use eye contact

    • Fidget Nervously

    Correct Answer
    A. Use eye contact
    Explanation
    Using eye contact is appropriate when making a speech because it helps to establish a connection with the audience. It shows that the speaker is confident, engaged, and interested in the listeners. Eye contact also helps to keep the audience's attention and allows for better communication and understanding. It creates a sense of trust and credibility, making the speech more effective and impactful.

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  • 23. 

    Which is an example of active listening?

    • Construction noises going on outside

    • Nodding your head with understanding as the speaker talks

    • Multiple conversations going on all around a restaurant

    • Listening to the radio while you do your homework

    Correct Answer
    A. Nodding your head with understanding as the speaker talks
    Explanation
    Nodding your head with understanding as the speaker talks is an example of active listening because it shows that you are engaged and paying attention to the speaker. It indicates that you are comprehending and acknowledging what the speaker is saying, which encourages effective communication and shows respect for the speaker.

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  • 24. 

    The army recruiter visited our campus today and tried to convince graduating seniors to join the military. This is an example of a ___________ speech.

    • Informative

    • Persuasive

    • Entertaining

    Correct Answer
    A. Persuasive
    Explanation
    The given scenario describes an army recruiter visiting a campus to convince graduating seniors to join the military. This indicates that the purpose of the speech is to persuade the students to take a specific action, which is to join the military. Therefore, the correct answer is "Persuasive."

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  • 25. 

    When your manager is explaining the company’s safety practices to you,what is your manager's purpose?

    • Persuade

    • Entertain

    • Inform

    • Evaluate

    Correct Answer
    A. Inform
    Explanation
    The purpose of the manager when explaining the company's safety practices is to provide information. They aim to educate and make the employees aware of the safety protocols and procedures that need to be followed in order to maintain a safe working environment. The manager's goal is to ensure that all employees have a clear understanding of the safety practices and are able to implement them effectively.

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  • 26. 

    Which of the following is a way to help generate ideas when writing?

    • Brainstorming

    • Copying

    • Analyzing

    • Informing

    Correct Answer
    A. Brainstorming
    Explanation
    Brainstorming is a creative technique used to generate ideas when writing. It involves coming up with multiple ideas or solutions to a problem without any judgment or evaluation. During brainstorming, individuals are encouraged to think freely and creatively, allowing for a wide range of ideas to be generated. This process helps to stimulate creativity, explore different perspectives, and uncover innovative solutions. By brainstorming, writers can overcome writer's block, expand their thinking, and generate a pool of ideas to choose from for their writing project.

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  • 27. 

    Which is the BEST way to answer a telephone at a business location?

    • Answer the phone within the first five rings.

    •  Answer the phone within the first three rings.

    • Have the answering machine answer the calls.

    • Continue talking on the other line until you have finished the conversation.

    Correct Answer
    A.  Answer the phone within the first three rings.
    Explanation
    Answering the phone within the first three rings is the best way to answer a telephone at a business location because it shows promptness and efficiency in customer service. It ensures that callers do not have to wait for a long time before their call is answered, which can create a positive impression and improve customer satisfaction. Answering within three rings also indicates professionalism and attentiveness to the needs of the caller.

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  • 28. 

    An administrative assistant is careful to check all business correspondencefor grammar and spelling issues. This process is known as:

    • Composing.

    • Proofreading.

    • Drafting.

    • Transposing.

    Correct Answer
    A. Proofreading.
    Explanation
    The process of carefully checking all business correspondence for grammar and spelling issues is known as proofreading. This involves reviewing the written content to identify and correct any errors or mistakes before it is finalized and sent out to recipients.

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  • 29. 

    Rolling your eyes would be considered what type of communication?

    • Verbal

    • Nonverbal

    • Formal

    • Intrapersonal

    Correct Answer
    A. Nonverbal
    Explanation
    Rolling your eyes is a nonverbal form of communication. Nonverbal communication refers to the use of body language, facial expressions, gestures, and other nonverbal cues to convey messages. Rolling your eyes is a gesture that is often used to express annoyance, disbelief, or sarcasm without saying anything verbally. It can communicate a negative attitude or reaction towards something or someone. Nonverbal communication plays a significant role in conveying emotions and attitudes in addition to verbal communication.

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  • 30. 

    Which of the following is a way to reinforce customer service throughwritten communication?

    • Texting existing customers about upcoming sales promotions

    • Sending the customer a monthly statement

    • Greeting a new customer at the door

    • Calling on existing customers about upcoming sales promotions

    Correct Answer
    A. Texting existing customers about upcoming sales promotions
    Explanation
    Texting existing customers about upcoming sales promotions is a way to reinforce customer service through written communication. By sending personalized text messages to customers, businesses can inform them about upcoming sales and promotions, keeping them engaged and interested in their products or services. This form of communication allows for direct and immediate contact with customers, creating a sense of personalized service and enhancing the overall customer experience. Additionally, texting is a convenient and easily accessible method of communication, making it an effective way to reinforce customer service.

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  • 31. 

    A company that intentionally directs its activities towards satisfyingconsumers is considered to be:

    • Sales oriented.

    • Production oriented.

    • Customer oriented.

    • Marketing oriented.

    Correct Answer
    A. Customer oriented.
    Explanation
    A company that intentionally directs its activities towards satisfying consumers is considered to be customer oriented. This means that the company focuses on understanding and meeting the needs and wants of its customers. It places a strong emphasis on customer satisfaction and building long-term relationships. This approach involves conducting market research, developing products or services that cater to customer preferences, and providing excellent customer service. By being customer oriented, the company aims to create value for its customers and establish a strong market position.

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  • 32. 

    Someone who enjoys constructing displays, has the ability to generate newideas, and finds new ways to solve old problems is exhibiting thepersonality trait of:

    • Self-control.

    • Punctuality.

    • Creativity.

    • Tact.

    Correct Answer
    A. Creativity.
    Explanation
    The correct answer is creativity. This is because someone who enjoys constructing displays, generates new ideas, and finds new ways to solve old problems is exhibiting the personality trait of creativity. This trait involves thinking outside the box, being innovative, and being able to come up with unique solutions. Self-control, punctuality, and tact do not directly relate to the given characteristics.

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  • 33. 

    An employee who defends his or her beliefs and does not allow others totake advantage of him or her is exhibiting the personality trait of:

    • Responsibility.

    • Adaptability.

    • Initiative.

    • Assertiveness.

    Correct Answer
    A. Assertiveness.
    Explanation
    An employee who defends his or her beliefs and does not allow others to take advantage of him or her is exhibiting the personality trait of assertiveness. Assertiveness refers to the ability to confidently express one's thoughts, opinions, and needs while respecting the rights and boundaries of others. It involves standing up for oneself and maintaining personal boundaries, which aligns with the described behavior of the employee in the question.

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  • 34. 

    Mississippi State sends out a letter to 100 students offering scholarships and full paid tuition? What type of communication would this be? 

    • Formal Communication

    • Natural Communication

    • Informal Communication

    • Praising Communication

    Correct Answer
    A. Formal Communication
    Explanation
    This would be considered formal communication because it involves the official and professional exchange of information between Mississippi State and the students. The letter is a formal document that is sent out to a specific group of recipients, offering them scholarships and full paid tuition. This type of communication is structured, planned, and follows a specific set of rules and protocols.

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  • 35. 

    Your boss notices says you are doing a great job and walks over to give you a high-five. What type of communication would this be?

    • Formal Communication

    • Natural Communication

    •  Informal Communication

    • Praising Communication 

    Correct Answer
    A.  Informal Communication
    Explanation
    This type of communication would be considered informal because it is a spontaneous and casual interaction between the boss and the employee. It is not part of any formal communication channels or protocols. The high-five gesture is a non-verbal form of communication that conveys positive feedback and praise.

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  • 36. 

    Any type of communication where you are able to give a message and have it completely understood by the listener would be ____________________________

    •  Effective Communication

    • Efficient Communication

    •  Interpersonal

    •  External Communication

    Correct Answer
    A.  Effective Communication
    Explanation
    Effective communication refers to any type of communication where the message is conveyed clearly and understood completely by the listener. It involves using appropriate language, tone, and non-verbal cues to ensure that the message is effectively transmitted and received. Effective communication is essential in various contexts, such as personal relationships, professional settings, and public speaking, as it helps to establish understanding, build rapport, and achieve desired outcomes.

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  • 37. 

    A successful company shouldn’t be lazy and should strive to make their products better. This is called____________ 

    • Upgrade Cycle

    • Relevant Source

    •  Continuous Improvement

    •   Intrapersonal 

    Correct Answer
    A.  Continuous Improvement
    Explanation
    Continuous improvement refers to the ongoing effort of a company to enhance its products and processes. It involves constantly evaluating and making incremental changes to achieve better quality, efficiency, and customer satisfaction. By continuously striving for improvement, a successful company can stay competitive in the market and meet the changing needs and expectations of its customers. This mindset ensures that the company does not become complacent or lazy, but instead remains proactive in making their products better over time.

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  • 38. 

    Communication that happens within yourself like dreaming or writing in a diary would be_______

    • Interpersonal 

    • Internal Speech

    • Formal Communication

    •  Intrapersonal 

    Correct Answer
    A.  Intrapersonal 
    Explanation
    Intrapersonal communication refers to the communication that happens within oneself. This includes activities like dreaming or writing in a diary, where individuals engage in self-reflection and express their thoughts and feelings. It is a form of internal speech or dialogue that helps individuals understand themselves better and process their emotions. Unlike interpersonal communication, which involves interactions with others, intrapersonal communication is a solitary process that allows individuals to explore their own thoughts and experiences.

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  • 39. 

    What is this an example of? Geico: “15 minutes or less can save you 15% or more on car insurance.”

    • Service orientation

    • Brand Promise

    • Interpersonal

    • Proposal

    Correct Answer
    A. Brand Promise
    Explanation
    This is an example of a brand promise. The statement by Geico is a guarantee or commitment made by the brand to its customers, stating that they can save a certain percentage on car insurance within a specific time frame. A brand promise is a key element of a company's branding strategy and helps to build trust and loyalty among customers.

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  • 40. 

    An employee sees a wallet that a customer dropped on the ground. They pick it up and turn it in instead of stealing the money inside. They are being_________________   

    •  Ethical

    •  Aggressive  

    • Passive Aggressive

    • Unethical

    Correct Answer
    A.  Ethical
    Explanation
    The employee's action of picking up the wallet and turning it in instead of stealing the money demonstrates a moral and responsible behavior. By acting ethically, the employee shows honesty, integrity, and respect for the customer's property. They prioritize doing the right thing over personal gain, which aligns with ethical principles and values.

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  • 41. 

    This Communication style is used by people that want to control those around them into doing what they want. 

    • Assertive

    • Passive Aggressive

    • Manipulative

    • Submissive

    Correct Answer
    A. Manipulative
    Explanation
    The correct answer is "Manipulative". This communication style involves individuals who use tactics to influence and control others to do what they want. They may employ manipulation, deception, and coercion to achieve their desired outcomes. Unlike assertive communication, which is direct and respectful, manipulative individuals use indirect and often underhanded methods to manipulate others into compliance. This style can be harmful to relationships and can undermine trust and cooperation.

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  • 42. 

    Buffalo Wild Wings has 30-40 tvs on the wall playing sports. Those sports fans who come here to eat wings and watch games are the ___________________.

    • Target Customer

    • Target Employee 

    • Target Audience

    • Target Management

    Correct Answer
    A. Target Audience
    Explanation
    The correct answer is "Target Audience". This refers to the specific group of people that Buffalo Wild Wings is trying to attract and cater to with their sports-themed environment and menu. These individuals are sports fans who enjoy eating wings and watching games, making them the ideal customers for the restaurant.

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  • 43. 

    When looking to hire a new employee businesses’ want to hire employees that are excellent at speaking, listening, and can solve problems quickly. What are these skills called? 

    •  Interpersonal Skills

    • Customer Service Skills 

    • Ethical Skills

    • Customer Centric Strategy 

    Correct Answer
    A.  Interpersonal Skills
    Explanation
    Interpersonal skills refer to the ability of an individual to effectively communicate, interact, and build relationships with others. These skills are crucial for businesses when hiring new employees as they contribute to a positive work environment, effective teamwork, and successful problem-solving. Excellent speaking and listening abilities, as well as the ability to solve problems quickly, are all aspects of interpersonal skills. Therefore, this answer is correct as it accurately describes the skills that businesses look for when hiring new employees.

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  • 44. 

    Everyone iPhone has the Apple Logo on it. That logo helps us identify that ____________. 

    • Brand

    • Interpersonal

    •  Brand Promise

    • Proposal

    Correct Answer
    A. Brand
    Explanation
    The Apple logo on every iPhone helps us identify the brand. The logo is a recognizable symbol associated with the company and its products. It represents the unique identity and reputation of Apple in the market. It serves as a visual cue for consumers to recognize and distinguish Apple products from others.

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  • 45. 

    Sometimes when you need to explain something simply you might show your ideas in a flowchart, which shows each step in order and allows you to make decisions. This is__________.

    • Relevant Source

    • Enunciation

    • Logical Sequencing

    • Body Language

    Correct Answer
    A. Logical Sequencing
    Explanation
    Logical sequencing refers to the process of organizing ideas or steps in a logical and sequential order. In this context, when you need to explain something simply using a flowchart, you are essentially using logical sequencing to present your ideas or steps in a clear and organized manner. A flowchart allows you to visually represent each step in order and make decisions based on certain conditions or criteria. Therefore, logical sequencing is the most appropriate term to describe the given scenario.

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  • Current Version
  • Feb 15, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Mar 22, 2015
    Quiz Created by
    Andrew Wood

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