QUESTION: 341

Which of the following standards would be most useful in evaluating the performance of a customer- service group?

The average time per customer inquiry should be kept to a minimum.
Customer complaints should be processed promptly.
Employees should maintain a positive attitude when dealing with customers.
All customer inquiries should be answered within seven days of receipt.

Answer(s): D

A small furniture-manufacturing firm with 100 employees is located in a two-story building and does not plan to expand. The furniture manufactured is not special-ordered or custom-made. The most likely structure for this organization would be:

Functional departmentalization.
Product departmentalization.
Matrix organization.
Divisional organization.

Answer(s): A

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QUESTION: 343

When writing a business memorandum, the writer should choose a writing style that achieves all of the following except:

Draws positive attention to the writing style.
Treats all receivers with respect.
Suits the method of presentation and delivery.
Develops ideas without overstatement.

Answer(s): A

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QUESTION: 344

Listening effectiveness is best increased by:

Resisting both internal and external distractions.
Waiting to review key concepts until the speaker has finished talking.
Tuning out messages that do not seem to fit the meeting purpose.
Factoring in biases in order to evaluate the information being given.

Answer(s): A

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Free IIA-ACCA Exam Braindumps (page: 86)

QUESTION: 341

QUESTION: 342

QUESTION: 343

QUESTION: 344