When Steven asks questions in an open-minded way, he avoids what?
Attacking someone else's idea
The primary reason customers give for not returning to a business is a lack of what?
Courtesy from salespeople
A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain what?
A map of all business locations.
To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
Verbal
What is not a tool that people use when participating in discussions?
Sharing a personal experience
When Dawn answered the front desk telephone at her property, a female caller who sounded very upset said, "My daughter, Susan Smith, is staying at your hotel, and I need to reach her immediately because of a family emergency. Would you please give me her
She gave out a guest's room number.
When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?
Written
Which is a formatting characteristic of a full-block business letter?
No paragraph indents
It is easier for employees to develop positive customer/client relations if employees understand that each customer is what?
A unique individual
All calls coming into a business should end as pleasantly as possible in order to do what?
Leave a good last impression with callers
The primary reason the business benefits when salespersons practice good customer relations is that it does what?
Develops repeat customers
Why is it often important to take notes during meetings or presentations?
This information will be needed later
When organizing information to present in a business report, it is effective to do what?
Develop an outline
As Kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should do what?
refer to the appropriate publisher's style manual
Which is a reason why it is important to organize information before preparing a business report?
to arrange findings in a logical manner
What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
Formal
Individuals who are able to defend their ideas objectively provide others with what
logical evidence
In order to be understood on the telephone, a business's employees should always do what?
enunciate clearly
What is an example of a textual graphic that is used in a business report?
Flowchart