SMALL BUSINESS MANAGEMENT EXAM 2 [2026]
UPDATED ACTUAL Exam | Question and Answer |
VERIFIED ANSWERS
• Dominant characteristics -✓✓ assertive, result oriented, action and control, don't
shy away from conflict, leaders. CEOs, salespeople
• Dominant communication -✓✓ direct and to the point, goals and outcomes, don't
waste time
• Influencing characteristics -✓✓ enthusiastic, outgoing, relationship-focused, idea
shareing. Marketing, PR, people roles. optimistic.
• Influencing communication -✓✓ enthusiastic and positive, let them talk a lot,
warm, big picture benefits
• Steadiness characteristics -✓✓ calm, dependable, loyal, harmony, avoid conflict,
good listener. HR, customer service, team support. glue that holds people together.
• Steadiness communication -✓✓ kind, patient, sincere, give time to process, avoid
pressuring them, slow and gentle.
• Conscientiousness characteristics -✓✓ analytical, details, accurate, structure,
rules, perfection. accountant, quality control, analyst, engineer. high standards
• Conscientiousness communication -✓✓ clear, details, well prepared. facts and
data over emotions, avoid rushing a decision.
, • What is a business process -✓✓ A business process is a repeatable series of steps
taken to complete a task or activity that delivers value. Ex: onboarding, scheduling
client appointment, fulfilling customer orders
• Why does business process matter? -✓✓ business runs smoothly or without the
owner, improved customer experience with less delays, easier to train employees
and scale business
• Common pains caused by bad processes -✓✓ missed deadlines, inconsistent
service, owner burnout
• Basic mapping -✓✓ a visual way to describe the steps in a process, showing how
work flows from start to finish. EX: flowchart, PPT, notes on whiteboard
• SOP -✓✓ Standard Operating Procedure
• SOP definition -✓✓ document that outlines how to complete a task in a step-by-
step way.
• what do SOPs do -✓✓ maintain consistency (especially with new hires), reduce
"knowledge hoarding"
• Common signs of a broken process -✓✓ repeated errors, customer complaints,
long wait times, confusion
• Solutions to broken processes -✓✓ ask simple questions: What takes too long?
What causes mistakes? What frustrates customers?
UPDATED ACTUAL Exam | Question and Answer |
VERIFIED ANSWERS
• Dominant characteristics -✓✓ assertive, result oriented, action and control, don't
shy away from conflict, leaders. CEOs, salespeople
• Dominant communication -✓✓ direct and to the point, goals and outcomes, don't
waste time
• Influencing characteristics -✓✓ enthusiastic, outgoing, relationship-focused, idea
shareing. Marketing, PR, people roles. optimistic.
• Influencing communication -✓✓ enthusiastic and positive, let them talk a lot,
warm, big picture benefits
• Steadiness characteristics -✓✓ calm, dependable, loyal, harmony, avoid conflict,
good listener. HR, customer service, team support. glue that holds people together.
• Steadiness communication -✓✓ kind, patient, sincere, give time to process, avoid
pressuring them, slow and gentle.
• Conscientiousness characteristics -✓✓ analytical, details, accurate, structure,
rules, perfection. accountant, quality control, analyst, engineer. high standards
• Conscientiousness communication -✓✓ clear, details, well prepared. facts and
data over emotions, avoid rushing a decision.
, • What is a business process -✓✓ A business process is a repeatable series of steps
taken to complete a task or activity that delivers value. Ex: onboarding, scheduling
client appointment, fulfilling customer orders
• Why does business process matter? -✓✓ business runs smoothly or without the
owner, improved customer experience with less delays, easier to train employees
and scale business
• Common pains caused by bad processes -✓✓ missed deadlines, inconsistent
service, owner burnout
• Basic mapping -✓✓ a visual way to describe the steps in a process, showing how
work flows from start to finish. EX: flowchart, PPT, notes on whiteboard
• SOP -✓✓ Standard Operating Procedure
• SOP definition -✓✓ document that outlines how to complete a task in a step-by-
step way.
• what do SOPs do -✓✓ maintain consistency (especially with new hires), reduce
"knowledge hoarding"
• Common signs of a broken process -✓✓ repeated errors, customer complaints,
long wait times, confusion
• Solutions to broken processes -✓✓ ask simple questions: What takes too long?
What causes mistakes? What frustrates customers?
