1. what are copyright laws? (6 points)

a. authority to reprint an original work as long as it's not for profit

b. entitlement to use and sell another's work as long as you know the creator

c. privileges given to literary authors to reproduce the writing of others

d. rights given to original authors and creators to protect their work from unlawful use

2. performing a copyrighted work publicly without the owner's permission is not considered a violation.

a. true

b. false

3. how is customer service defined?

a. aid provided to the elderly by neighbors

b. assistance provided by a company to people who buy or use its products or services

c. given to students by classmates

d. support given to employees by managers and supervisors

4. which of the following correctly describes the reason for quality customer service?

a. compensate for low-quality products and services

b. justify inefficient business practices

c. keep existing customers and clients

d. raise awareness about customer and client rights

5. what are workplace human relations?

a. business communications like newsletters and message boards

b. connections with customers

c. interactions between people in a professional setting

d. visitations with relatives while at work

6. how would you classify an employee who is punctual, has respect for oneself and others, and takes initiative?

a. good academic skills

b. excellent technology skills

c. strong personal skills

d. superior athletic skills

7. what is the global marketplace?

a. all the customers for a product or service in all areas of the world

b. certain traditions of a culture that impact shopping habits

c. every shopping center in the world

d. part of the world's population that has access to grocery stores

8. how have emerging technologies impacted the global marketplace?

a. global marketplace has declined.

b. global marketplace has expanded.

c. global marketplace has lost appeal.

d. global marketplace has shrunk.

9. what is constructive criticism?

a. advice and possible solutions intended to or improve something

b. information given to others as a way to make them feel unintelligent

c. reports about decreasing profits

d. statements and no possible solutions aimed at showing problem areas

10. geneva received feedback from her boss about the written report she submitted. she worked very hard on it and feels disappointed that the boss found areas that could be improved. her boss needs another report tomorrow.

how should geneva handle this constructive criticism?

a. go to her boss, explain she worked very hard on the report, and request an apology

b. reflect upon the feedback in order to complete the next report more effectively

c. rewrite the report even though she is the only one that will see it

d. work on her technology skills in order to successfully mesh all her devices

11. what is a conflict?

a. contentment

b. disagreement

c. harmony

d. peace-keeping

12. teri and her coworker have a dispute about the way the store window should be displayed.

in order to reach a win-win solution, what is the first step?

a. agree upon the main problem

b. brainstorm possible solutions

c. identify the problem

d. negotiate a solution

13. what is project management? (6 points)

a. brainstorming ways to plan a project

b. executing, completing, and revising a project

c. managing people who accomplish a project

d. planning, executing, and completing a project

14. how does a project manager evaluate the scope of a project?

a. determine the overall work that needs to be completed to deliver the desired product, service, or end result

b. estimate some of the resources that are needed to deliver the desired product, service, or end result

c. evaluate the time it will take to deliver the desired product, service, or end result

d. guess how much money it will cost to deliver the desired product, service, or end result

15. read the following scenario and answer the question that follows:

kelly gave a presentation to fellow coworkers, her supervisor, and clients. during the presentation, she made eye contact with the people in the room, nodded her head occasionally during the question and answer section, and smiled frequently.

what communication strategy did kelly employ? (6 points)

6points
a. decision-making

b. negotiation

c. non-verbal skills

d. problem-solving