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 effortb. 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 wanta. 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 Some Secret Measuresb. Signature Selling Method 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 customersb. Getting more business Having them to stay
11. A dissatisfied customer will tell --------------------- other customers about ita. 50 5 15 20
12. References are vital to IBM because they help in -------------a. Business Closing sales with other customersb. Revenue generation All the above
13. Customer Satisfaction is the difference between the Customers perceptions minus ----a. The reality Their expectationsb. IBM’s 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 attentionb. Both (a) and (b) are correct. Neither (a) not (b) are correct.
19. I am afraid she is going to -------- her grandmother’s 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 it’s “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 / ab. 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 client’s expectations that you can ensurea. Fully satisfied clients More business More revenue More clients
32. Employees who are client focused help clients identifya. New business opportunities New business New opportunities New clients
One may procrastinate because-----a. Too difficult Too time consuming Uninteresting All of the above
1. Reason for poor time management -----a. Lack of clarity about the task Too lazy Hard to prioritize No interest
2. How can a person become organized?a. List to-dos Re-organize at the end of the day Set up a reading file All of the above
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 IBM’s Customer Relationship Management process
a. True False
7. SSM is ------a. Social Service Managementb. Some Secret Measures
c. Signature Selling Methodd. None of the above
8. Ensuring customer satisfaction with every sale, installation, and delivery is called as:a. Transaction Satisfactionb. Customer satisfactionc. Timely deliveryd. All of the above
9. How do we build customer loyalty?a. By developing relationships with themb. By listening to themc. By understanding themd. By being loyal
10. There are ------ Customer Imperatives.a. 5b. 10c. 7 answerd. 4
11. Subject line should not run longer than-----a. 60 charactersb. 80 charactersc. One run-on sentenced. Scope of the message
12. Requested action should be clearly placed at the ----a. As a bullet pointb. In the subject linec. In the body of the messaged. Beginning of the mail
13. In order to respect contacts’ privacy, one need to use----
a. The CC fieldb. The contact listc. The BCC fieldd. None
14. I have --------- finished working on the program.a. Alreadyb. 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-likeb. Personal but business-likec. Curt and Specificd. Informal and Casual
17. ----- breakfast time we do not have salads.a. Inb. At c. On
18. You must ------- what I say.a. do exactly b. exactly do
19. Message in the mail should always be ---- a. Preciseb. Concisec. Ablatived. Upfront
20. Always try to speak in a neutral -------a. Accentb. 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 datab. Financial data relating to IBM operationsc. Any kind of Team Communicationd. All the above
23. Which of the following is a major hindrance to the precision of the written communication?
a. Inflated Languageb. Colorful fontc. Emphasizersd. All of them
24. Every machine has it’s “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 / ab. the / a / the / ac. a / the / the / thed. 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 / ab. a / the / the / ac. the / a / a/ and. a / a / the / a
26. I spent two hours on the report.a. Imperativeb. Declarativec. Interrogatived. Assertive
27. What are the suggested actions to take in dealing with another person in a mature manner?
a. Use language that is constructiveb. Do not judge or blamec. Evaluate the work and not the persond. 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. Trueb. False
29. You can become skilled in client focus by ---- a. Doing more for themb. Doing your homeworkc. Working hardd. Listening carefully
30. Knowing your client’s needs and expectations enables you to ------a. Build rapportb. Offer better solutionsc. Work effectivelyd. Do more business with the client
1. Some of the myths of Time Management are ------- a. You can do it allb. You were born organizedc. You should hurryd. All of the above
2. ------ are used to coordinate the various activities of an individual over a period of time.a. To-do listsb. Plannersc. Calendarsd. Organizers
3. Essentially, setting priorities helps……a. You plan betterb. You be more organizedc. Resolve conflictd. Manage time
4. Who can help you improve your performance?a. Working hardb. Hardly workingc. Setting Prioritiesd. Working efficiently
5. Identify customer imperatives ------a. Understand the customerb. Responsiveness and accessibilityc. Communicationd. All of the above
6. ---------- are most important to IBM.a. Customersb. Profitsc. Market sharesd. Goals
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 / Placeb. Maintain / placec. Maintain / placesd. 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 --------a. The layout of the mailb. The proof reading of the contestc. The spell check and the grammar checkd. The signature field
10. Written communication through email is best when --------a. One need to get quick response for somethingb. It is urgent and needs special attentionc. Both (a) and (b) are correctd. Neither (a) nor (b) is correct
11. I am afraid she is going to ---------- her grandmother’s wedding band.a. loseb. loose
12. Debbie was --------- about taking the promotion.a. Ambiguousb. Ambivalent
13. Complete every assignment. a. Declarativeb. Imperativec. Explanatoryd. 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 you’ll have even more choice and more computing power and features for -------- (the / a) same price.
a. the / the / theb. a / the / thec. the / this / thed. the / the / a
15. Will you please come to the party tonight?a. Assertive Sentenceb. Sentence
16. Before understanding about client focus, IBMers need to understand.a. Environment of IBMb. Businessc. The clientd. Themselves
17. Outstanding IBM employees understand their clients by ----
a. Putting themselves in the client’s situationb. Listening carefullyc. Working effectivelyd. Understanding the client
18. Employees having client focus spend time with external clients and others in the marketplace to understand.
a. Requirementsb. Clientsc. Peopled. All of the above
1. Effective feedback that a good communicator should use is: ---------a. Well-Timed, Evaluative and Defensiveb. Evaluative, defensive, and accusativec. Evaluative, informative and accusatived. Descriptive, specific and focused on behavior
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 situationc. Designation of the sender and the receiverd. Mode of conversation
3. Spontaneous, Conversational and uninhibited style of speaking is: a. Directive Styleb. Expressive Stylec. Meta Styled. Submissive Style
4. ----------- is a creativity technique that both reframes the situation and fosters them.a. Brainstormingb. Inventive Problem Solvingc. Mind-mapping d. Conceptualizing
5. To stimulate ideas we need to: a. Substitute and Combineb. Modify and Magnifyc. Only (a)d. Both (a) and (b)
6. You have to manage yourself before you can-------a. Manage time effectivelyb. Start your dayc. Manage work effectively
d. Manage others time effectively
7. Essentially, setting priorities helps -----a. You plan betterb. You be more organizedc. Resolve conflictd. Manage time
8. How can a person become organized?a. List to-dosb. Re-organize at the end of the dayc. Set up a reading filed. All of the above
9. IBM should conduct business --------a. IBM’s wayb. Customers wayc. Both waysd. 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 shareb. Getting more customersc. Getting more businessd. Having them to stay
12. Very satisfied customers bring us twice as much repeat business as do customers who are merely satisfied.
a. Trueb. False
13. Before sending a mail one should ------------- the receiver. a. Analyzeb. Study c. Intimated. Evaluate
14. The tone of the email should be ---------a. Conversationalb. Professionalc. Emotionald. Both (a) and (b)
15. The manager was ----------- about her problems.a. Discreteb. Discreet
16. Message in the mail should always be --------a. Preciseb. Concisec. Ablative d. Upfront
17. Which of the following is a major hindrance to the precision of the written communication?
a. Inflated Languageb. Colorful fontc. Emphasizersd. All of them
18. I got the approval of the manager.a. Statementb. Sentencec. Commandd. Exclamation
19. Complete every assignment.a. Declarativeb. Imperativec. Explanatoryd. Interrogative
20. For long-term effective change, you need to consider what changes you can make in your -------
a. Paradigmb. Actionsc. Wordsd. Deeds
21. Clients tend to be loyal to organizations they believe are interested in their --------a. Companyb. Successc. IBM
d. Employees
22. Employees, who are client focused help clients identify --------a. New business opportunitiesb. New businessc. New opportunitiesd. New clients
23. When a team member is un-sure, they need to consult -----------------a. Managersb. Other team membersc. Their family d. None of the above
24. Team members may be afraid to take ----------- because they don’t want to rock the boat.a. Decisionsb. Action c. Responsibilitiesd. Ownership
1. Many times procrastination just takes ------
a. workingb. getting startedc. finishes tasksd. all of the above
2. When it needs to deliver unpleasant news, one should do it……..
a. upfrontb. casualc. sheepishlyd. accusingly
3. Begin the transition from you managing time to you -------
a. Managing workb. Managing yourselfc. Working effectivelyd. Working efficiently
4. Being efficient does produce results but can frequently cause you to waste time trying to do it all.
a. Trueb. False
5. People learn time management, by example and over a period of time, form -------
a. People around themb. Books/Magazinesc. Prioritizingd. Time Management Books.
6. The three steps for listening are…….
a. Establish rapport, Check for understanding & Summarizeb. Listen, Understand & Concludec. Understand, Empathize & Concluded. None of the above
7. Complaints that are resolved quickly lead to -------
a. Higher Satisfactionb. Better Satisfactionc. More revenued. None of the above
8. From a customer point of view, competence means -------
a. Having people with key skillsb. Having products and solutions when the customer needs themc. Having a SPOC who knows it alld. 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. aims / technique / wayb. aims / technique / waysc. aim / technique / waysd. aims / techniques / way
1. Methods available for tracking timea. calendarb. project planc. to do listd. all
2. Listening is a ____learned _____ skill.a. develop—correct answerb. bornc. naturald. none
3. Three steps for listening area. rapport, check for understand and summarizeb. listen, understand and concludec. understand, empathize and concluded. none
4. Identify the primary information’s gathering activities that IBM uses to understand customer expectationsa. set/met dialogb. transaction expectationsc. complaint expectationsd. all
5. How do we build customer loyalty?a. by developing relationship with themb. by listening to otherc. by understanding themd. be loyal
6. Customer satisfaction is difference between customer perceptions minusa. realityb. their expectationsc. IBM’s perceptionsd. none
7. Subject line should not run longer thana. 60 charactersb. 80 charactersc. one run on sentenced. scope of message
8. ________ breakfast time we do not have salads.a. inb. at
c. on
9. I don’t have access ____ the database.a. tob. ofc. into
10. Tone of the email should be a. conversationalb. professionalc. emotionald. a & b
11. My father often _____ in the lake.a. swimsb. swam
12. I have ______ finished working on the program.a. alreadyb. just
13. You must ______ what I say.a. do exactlyb. exactly do
14. I spent two hours on the reporta. Imperativeb. declarativec. Interrogative d. Assertive
15. Complete every assignment.a. declarativeb. imperativec. explanatoryd. interrogative
16. Before understanding about client focus, IBM’s need to understanda. environment of IBMb. businessc. clientd. themselves
17. Client tend to loyal to organizations they believe are interested in theira. companyb. success
c. IBMd. employee
18. Employees who are client focused help clients indentifya. new business opportunityb. new businessc. new opportunityd. new clients
1. One may procrastinate becausea. too difficultb. too time consumingc. uninterestingd. all
2. Reasons for poor time managementa. lack of clarity about the taskb. too lazyc. hard to prioritized. no interest
3. You have to manage yourself before you cana. manage time effectivelyb. start your dayc. manage work effectivelyd. manage others time effectively
4. What can help you improve your performance?a. working hardb. hardly workingc. setting prioritiesd. 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 timea. true b. false
6. Analysis has shown that higher customer satisfaction results in a. increase revenue & profitb. increase client relationc. increase businessd. increase income
7. Identify customer imperativesa. understand customer
b. responsiveness and accessibilityc. communicationd. all
8. Customers also have certain expectations when they agree to work with IBM, which may be based ona. customers experience with IBM in the pastb. IBM’s reputation in the marketplacec. experience with other competitorsd. all
9. Market studies shows that higher customer satisfaction rating higher the benefit in a. revenue & market shareb. getting more customersc. getting more businessd. having them to stay
10. We must not only meet the customers need but alsoa. anticipate & exceed themb. do morec. meet our needsd. meet IBM needs
11. A dissatisfied customer will tell ______ other customers about it.a. 50b. 5c. 15d. 20
12. Which tool would you use in IBM for get a solution to the customers complaint?a. complaint management toolb. IBM toolc. complaint toold. management tool
13. IBM uses ________ to gain feedback from our customers and uses the results to improve its businessa. phone callsb. conference callsc. magazinesd. 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/systemc. damage/systemsd. damages/systems
15. Before sending a mail one should __intimate___ the receiver.a. analazeb. studyc. intimated. evaluate
16. In order to respect contact’s privacies, one needs to usea. cc fieldb. contact listc. bcc listd. none
17. Debbie was __ambivalent___ about taking the promotion.a. ambiguousb. ambivalent
18. If you don’t go, I won’t go ___either___a. eitherb. too
19. Discussing the problem with the senior had a particular _effect_ on Evelyna. affectb. effect
20. Fancy writing paper is called __Stationery____a. stationaryb. stationery
21. Please _ peruse __ this report to your leisure.a. pursueb. peruse
22. Joe was completely _ disinterested _in the book.a. uninterestedb. disinterested
23. She complains _ of_ depleting resources.a. aboutb. Ofc. to
24. You need to check your own career path.
a. careerb. ascent
25. I got the approval of the manager.a. statementb. sentencec. commandd. 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/ab. the/a/the/ac. a/the/the/thed. the/a/a/the
27. Will you please come for the party tonight?a. assertive sentenceb. sentencec. entreatyd. command
28. Try to understand the requirements of the project.a. assertive senthenceb. sentencec. exclamationd. 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, it’s a great time to buy one.a. a/ab. the/ac. the/thed. a/the
30. The way you view a situation is also known asa. observationb. paradigmc. behaviorsd. 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 client’s expectations that you can ensurea. fully satisfied clientsb. more businessc. more revenued. more clients
33. Employees with good client focusa. have a deep understanding of the clients worldb. identify solutions that go beyond the client’s requirement or expectations and exceed significant valuec. take responsibility to solve client problemsd. all
