Which of the following is NOT one of the rules for delivering a good oral presentation?
a. Know your stuff.
b. Honor the time limit set for the meeting.
c. Know your audience.
d. Wear formal business attire.
e. Scout the presentation room in advance and test the presentation software and systems.
Question 2Portakabin promises customers that it will:
a. deliver quality customer service
b. reduce the cost of products to the customer
c. deliver every product in 10 days
d. All of these are correct.
Question 3Which type of bar chart is most useful to illustrate the change in two or more series through time?
a. Stacked-bar chart
b. One-scale bar chart
c. Divided-bar chart
d. Two-scale bar chart
e. Grouped-bar chart
Question 4What is one advantage of live chat-based online support over live telephone support?
a. Web-based support services are less expensive.
b. Web-based support services better enable agents to prioritize contacts.
c. Web-based support services allow agents to multi-task.
d. All of these are correct.
Question 5A chart that uses symbols instead of a bar to indicate length is a variation of a bar chart called a
a. hi-lo chart.
b. line chart.
c. stratum chart.
d. pie chart.
e. pictogram.
Question 6A customer submits an online self-service form to complain about an issue with a product. Four hours later, he receives an email requesting that he call the company's toll-free number to talk about his issue with a service representative. The customer calls the number, navigates a phone menu tree, and waits on hold for two minutes before being connected with a service representative, who speaks with the customer for another five minutes before resolving the complaint. According to the text, which of the following aspects of the problem resolution process is the customer most likely to be unhappy about?
a. That he had to wait on hold for more than a minute when he called the company.
b. That he had to navigate a phone menu tree when he called the company.
c. That he had to contact the company twice to get a resolution.
d. That more than one hour passed between submitting a self-service form and receiving an email.
Question 7An analyst wishes to emphasize the magnitude (in dollars) of sales generated by each of three brands for the year ending December 31, 2012 as well as the relative sales of each brand. Which of the following is the most appropriate chart for this purpose?
a. Stacked line chart
b. Aggregate pie chart
c. Histogram
d. One-scale bar chart
e. Line chart
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