1. Which of the following is a function of the United States ’ judicial system:

1. 1. Which of the following is a function of the United States’ judicial system: • To interpret laws • To develop regulations • To license attorneys • To analyze crimes HLM, QSRM, RFSM, HTDM, TTDM, HTPS

2. 2. After only her seventh month in business, Martha realized that her new business venture was paying off and she would be taking home a $1,000 profit for the month. Finally she could reap the financial rewards of being the boss. This is an advantage of what type of business ownership? A. partnershipB. sole proprietorshipC. corporationD. merger HLM, QSRM, RFSM, HTDM, TTDM, HTPS

3. 3. Which of the following is one of the rights of customers in the travel and tourism industry: A. to be informed about a destination’s social conditionsB. to be asked if they want to buy trip insurance C. to be reminded that foreign travel is often dangerous D. to be told about a competitor’s refund policy HLM, QSRM, RFSM, HTDM, TTDM, HTPS

4. 1 A. To interpret laws HLM, QSRM, RFSM, HTDM, TTDM, HTPS

5. 2 B. Sole proprietorship HLM, QSRM, RFSM, HTDM, TTDM, HTPS

6. 3 • To be informed about a destination’s social conditions HLM, QSRM, RFSM, HTDM, TTDM, HTPS

7. 4. Which of the following is a benefit of channels of distribution: • We spend more time looking for products we want • Producers must spend more money • Retailers must spend more money • We can more easily obtain products from all over the world HLM, QSRM, RFSM, HTDM, TTDM, HTPS

8. 5. A skill that promotes effective verbal communication is the ability to • Think of other things while you listen • Pretend interest in what is being said • Tune out anything boring • Listen with your brain HLM, QSRM, RFSM, HTDM, TTDM, HTPS

9. 6. What should a business employee do after taking a telephone message for a coworker? • Thank the caller • Write a detailed explanation • Contact a supervisor • File the information HLM, QSRM, RFSM, HTDM, TTDM, HTPS

10. 4 D. We can more easily obtain products from all over the world HLM, QSRM, RFSM, HTDM, TTDM, HTPS

11. 5 D. Listen with your brain HLM, QSRM, RFSM, HTDM, TTDM, HTPS

12. 6 • Thank the caller HLM, QSRM, RFSM, HTDM, TTDM, HTPS

13. 7. When you state a fact, it is important to A. Be accurate B. Think before you speak C. generalize D. Change your mind HLM, QSRM, RFSM, HTDM, TTDM, HTPS

14. 8. When organizing an oral presentation, you use chronological order to • put items in time sequence • describe a problem and a plan for solving it • arrange material into related subcategories • emphasize the relationship between events HLM, QSRM, RFSM, HTDM, TTDM, HTPS

15. 9. Which of the following is a guideline for developing effective written communication A. Be wordy B. Be repetitious • Be thorough D. Be trite HLM, QSRM, RFSM, HTDM, TTDM, HTPS

16. 7 A. Be accurate HLM, QSRM, RFSM, HTDM, TTDM, HTPS

17. 8 A. Put items in time sequence HLM, QSRM, RFSM, HTDM, TTDM, HTPS

18. 9 C. Be thorough HLM, QSRM, RFSM, HTDM, TTDM, HTPS

19. 10. What part of a business letter contains the writer’s message? A. salutation B. introduction C. body D. close HLM, QSRM, RFSM, HTDM, TTDM, HTPS

20. 11. A collection letter that a business writes to customers to encourage them to pay is an example of a(n) _________________ message. A. informational B. persuasive C. threatening D. aggressive HLM, QSRM, RFSM, HTDM, TTDM, HTPS

21. 12. Which of the following is an acceptable reason to send an office memorandum? A. To establish a personal friendship line B. To wish an employee a happy birthday C. To order merchandise from a vendor D. To announce the addition of a new product HLM, QSRM, RFSM, HTDM, TTDM, HTPS

22. 10 C. Body HLM, QSRM, RFSM, HTDM, TTDM, HTPS

23. 11 B. Persuasive HLM, QSRM, RFSM, HTDM, TTDM, HTPS

24. 12 • To announce the addition of a new product HLM, QSRM, RFSM, HTDM, TTDM, HTPS

25. 13. It is important for employees to demonstrate a customer-service mindset when they are A. Handling problems B. Contacting suppliers C. Placing orders D. Preparing schedules HLM, QSRM, RFSM, HTDM, TTDM, HTPS

26. 14. Employees often try to make sure that they understand what a customer is asking about a business policy by ______________ the customer’s question. A. restating B. writing down C. ignoring D. refuting HLM, QSRM, RFSM, HTDM, TTDM, HTPS

27. 15. A waitperson has let the shift manager know that a customer is very upset because his order was not cooked properly at first. The customer threatens not to come back to the restaurant. What action should the shift manager take? A. Say that many customers have the same complaint B. Explain that the cook is trying to improve C. Act busy while talking to the customer D. Apologize and indicate that there will be no charge for the order HLM, QSRM, RFSM, HTDM, TTDM, HTPS

28. 13 A. Handling problems HLM, QSRM, RFSM, HTDM, TTDM, HTPS

29. 14 A. restating HLM, QSRM, RFSM, HTDM, TTDM, HTPS

30. 15 D. Apologize to the customer and indicate that there will be no charge for the order HLM, QSRM, RFSM, HTDM, TTDM, HTPS

31. 16. What can a cruise ship provide its customers to improve its service image and give itself a competitive advantage? • room service • personalized activity schedules • standard products • open-door policy HLM, QSRM, RFSM, HTDM, TTDM, HTPS

32. 17. Using a stream to supply water to a field in order to grow crops is an example of using A. capital goods B. human resources C. natural resources D. economic resources HLM, QSRM, RFSM, HTDM, TTDM, HTPS

33. 18. The prices that consumers are willing to pay for goods and services often depend on the ____ they expect to receive. A. Amount of discount B. Amount of satisfaction C. Number of refunds D. Percent of commission HLM, QSRM, RFSM, HTDM, TTDM, HTPS

34. 16 B. Personalized activity schedules HLM, QSRM, RFSM, HTDM, TTDM, HTPS

35. 17 C. Natural resources HLM, QSRM, RFSM, HTDM, TTDM, HTPS

36. 18 B. Amount of satisfaction HLM, QSRM, RFSM, HTDM, TTDM, HTPS

37. 19. Which type of resource would most likely encourage a company to do business with a foreign firm? • Abundant • scarce • consumable • reusable HLM, QSRM, RFSM, HTDM, TTDM, HTPS

38. 20. Which of the following is one type of information needed to compute the gross profit of a business? • Operating expenses • Net profit • Marketing share • Income from sales HLM, QSRM, RFSM, HTDM, TTDM, HTPS

39. 21. An employee of a quick serve restaurant prepares French fries, another cooks hamburgers, and another takes orders. This is an example of labor specialization by: A. Stages of production B. Geographic region C. Trade or profession D. Job task HLM, QSRM, RFSM, HTDM, TTDM, HTPS

40. 19 B. scarce HLM, QSRM, RFSM, HTDM, TTDM, HTPS

41. 20 D. Income from sales HLM, QSRM, RFSM, HTDM, TTDM, HTPS

42. 21 D. Job task HLM, QSRM, RFSM, HTDM, TTDM, HTPS

43. 22. One of the principal objectives of labor unions is: A. Reduced labor costs B. Improved worker efficiency C. Increased wages D. Retained managerial authority HLM, QSRM, RFSM, HTDM, TTDM, HTPS

44. 23. In general, people judge your integrity on the basis of your A. behavior B. appearance C. education D. occupation HLM, QSRM, RFSM, HTDM, TTDM, HTPS

45. 24. People with a positive attitude are often referred to as A. pessimists B. optimists C. realists D. extremists HLM, QSRM, RFSM, HTDM, TTDM, HTPS

46. 22 C. Increased wages HLM, QSRM, RFSM, HTDM, TTDM, HTPS

47. 23 A. behavior HLM, QSRM, RFSM, HTDM, TTDM, HTPS

48. 24 B. optimists HLM, QSRM, RFSM, HTDM, TTDM, HTPS

49. 25. When people make you angry or upset, you may be able to maintain your self-control if you • Make an effort to remain calm • Use language to vent your anger • Adopt a defensive smile D. Frown to indicate your displeasure HLM, QSRM, RFSM, HTDM, TTDM, HTPS

50. 26. Which of the following kinds of feedback is most likely to reinforce a certain behavior A. external B. negative C. critical D. positive HLM, QSRM, RFSM, HTDM, TTDM, HTPS