FBLA Study Guide UPDATED ACTUAL
Exam Questions and CORRECT Answers
B2B - CORRECT ANSWER - the process of selling merchandise or services from one
business to another
B2C - CORRECT ANSWER - the process in which businesses sell to consumers
Liabilities - CORRECT ANSWER - Amounts owed to creditors
Revenue - CORRECT ANSWER - incoming money
Turnover - CORRECT ANSWER - Sales / Average Operating Assets
Variable Costs - CORRECT ANSWER - costs that vary directly with the level of production
Customer Experience - CORRECT ANSWER - the internal response that customers have to
all aspects of an organization and its offering
Which of the following help with ethical behavior?
A. Being honest
B. Knowing the product
C. Taking responsibility
D. All of the above - CORRECT ANSWER - D. All of the above
Customer Service - CORRECT ANSWER - The assistance provided by a company to people
who buy or use its products or services.
, Customers appreciate good manners and courtesy send a powerful message.
A. True
B. False - CORRECT ANSWER - A. True
Which of the statements does not use welcoming words?
A. I don't know if that will work.
B. I'm absolutely sure.
C. I'd be happy to help you with that.
D. I'm definitely able to do that. - CORRECT ANSWER - A. I don't know if that will work.
When dealing with a customer, you must ______ before coming to a conclusion.
A. gather as much information as possible
B. make a decision
C. get help
D. All of the above - CORRECT ANSWER - A. gather as much information as possible
Your feelings about yourself will affect the way you deal with the customer.
A. True
B. False - CORRECT ANSWER - A. True
How can stereotypes affect how you treat customers?
A. Stereotypes can cause you to misjudge and mistreat customers.
B. Stereotypes give you the best idea of who the customer is.
C. Stereotypes help you find out what the customer wants.
D. Stereotypes help you meet the customer's needs. - CORRECT ANSWER - A. Stereotypes
can cause you to misjudge and mistreat customers.
Which of the following are ways companies gather customer feedback?
Exam Questions and CORRECT Answers
B2B - CORRECT ANSWER - the process of selling merchandise or services from one
business to another
B2C - CORRECT ANSWER - the process in which businesses sell to consumers
Liabilities - CORRECT ANSWER - Amounts owed to creditors
Revenue - CORRECT ANSWER - incoming money
Turnover - CORRECT ANSWER - Sales / Average Operating Assets
Variable Costs - CORRECT ANSWER - costs that vary directly with the level of production
Customer Experience - CORRECT ANSWER - the internal response that customers have to
all aspects of an organization and its offering
Which of the following help with ethical behavior?
A. Being honest
B. Knowing the product
C. Taking responsibility
D. All of the above - CORRECT ANSWER - D. All of the above
Customer Service - CORRECT ANSWER - The assistance provided by a company to people
who buy or use its products or services.
, Customers appreciate good manners and courtesy send a powerful message.
A. True
B. False - CORRECT ANSWER - A. True
Which of the statements does not use welcoming words?
A. I don't know if that will work.
B. I'm absolutely sure.
C. I'd be happy to help you with that.
D. I'm definitely able to do that. - CORRECT ANSWER - A. I don't know if that will work.
When dealing with a customer, you must ______ before coming to a conclusion.
A. gather as much information as possible
B. make a decision
C. get help
D. All of the above - CORRECT ANSWER - A. gather as much information as possible
Your feelings about yourself will affect the way you deal with the customer.
A. True
B. False - CORRECT ANSWER - A. True
How can stereotypes affect how you treat customers?
A. Stereotypes can cause you to misjudge and mistreat customers.
B. Stereotypes give you the best idea of who the customer is.
C. Stereotypes help you find out what the customer wants.
D. Stereotypes help you meet the customer's needs. - CORRECT ANSWER - A. Stereotypes
can cause you to misjudge and mistreat customers.
Which of the following are ways companies gather customer feedback?
