The textbook described mimicry, vicarious learning, scanning and grafting as ways to
a. Distribute knowledge
b. Circulate knowledge
c. Retain knowledge
d. Acquire knowledge
d. Acquire knowledge
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Which is recommended when logging calls?
A. Log important calls immediately but wait until a quiet time to log less important calls. B. Log calls at the end of the day when it is quiet, and you have more information about the call. C. When logging calls, it is appropriate to place the customer on hold to assist another analyst with a low priority task. D. Log calls as they come in so that other analysts and customers can get ticket status online and not waste time.
For medium distances, quicker delivery times are provided by ______.
A. air transport B. sea transport C. truck transport D. pipeline
The inventory turnover ratio is calculated as:
A. Ending inventory divided by cost of goods sold. B. Cost of goods sold divided by ending inventory times 365. C. Cost of goods sold divided by average merchandise inventory. D. Cost of goods sold divided by ending inventory. E. Sales divided by cost of goods sold.
Which of the following statements is FALSE concerning the introduction of a presentation?
a. What you say at the beginning sets the stage for your entire presentation and initiates your rapport with the audience. b. Attention-getting techniques may include a quotation by an expert, an appropriate joke, or a startling statistic. c. The inductive approach is typically used, because the deductive approach would remove the element of suspense for the audience. d. After presenting the purpose, you should preview the major points you will discuss in the order you will discuss them.