Question 16

What are the two main things that are looked at when trying to determine a working style?

Body language and chronemics

Emotional expression and chronemics

Assertiveness and body language

Assertiveness and emotional expression

Question 17

In written communication, an organization's attitude is conveyed by the writer's choice of words and tone.

O False

True

Question 18

The purpose of business process management is to define, document, measure, and continuously improve operations and procedures within an organization

True

O False

Question 19

1 pts

One type of information a customer service representative needs to have are the names and locations of all the key people in his or her organization.

False

True

D

Question 20

1 pts

Customers get the message that the sale is the most important thing when you follow up after a sale.

True

O False