1) Which one of the following is part of the role of human resources? a) Advertising job vacancies b) Creating point of sale promotions c) Increasing market share d) Producing a business plan 2) A bakery with a flat organisational structure: a) does not need to listen to stakeholders b) has few tiers of authority c) relies on technology to communicate d) will have demotivated employees 3) Which of the following is most likely to be a manager’s subordinate? a) A customer b) A director c) A shareholder d) A supervisor 4) A long chain of command: a) decreases the need for business planning b) encourages external growth c) makes decision making faster d) slows down communication 5) An extract from the organisation chart for Action Toys Ltd is shown below. a) design market research questionnaires b) lead the business forward c) train production workers d) update the company’s website 6) A person who is self-employed: a) does not work b) works for an employer c) works for the government d) works for themselves 7) Digital communication: a) allows messages to be sent to multiple recipients b) is illegal c) reduces the need for staff training d) slows down communication with customers 8) A garage which sells cars uses the telephone to communicate with its customers. Which of the following is not a benefit to the garage of using a telephone to communicate with customers? a) It encourages personal and flexible communication b) It is a two way method of communication c) It is faster than sending a letter. d) It provides a record of the conversation 9) A supermarket chain has an IT skills gap. Which one of the following could help the supermarket solve its skills gap? a) Improve customer service b) Recruit internally c) Set up an employee retention scheme d) Train its existing staff 10) A health centre needs to recruit an experienced receptionist. Which one of the following would provide details of the previous work experience of applicants for this job? a) Aptitude test b) CV c) Job description d) Person specification 11) Group activities may be used as part of the selection process to find out: a) how well an applicant works with others b) the contact details of the applicant c) what previous employers think of the applicant d) which qualifications the applicant has 12) Employees at a call centre have earned a bonus of 0.25% of their salary. The bonus that an employee who earns £18 000 per year can expect to receive is: a) £45 b) £72 c) £720 d) £4500 13) A business installs a free chilled water drinking machine for staff. This is an example of:£4500 a) a non-financial method of motivation b) a promotional method c) an improvement to customer service d) organic growth 14) Improving employee motivation is likely to: a) encourage staff to work harder b) increase staff absence c) lower productivity d) reduce workforce punctuality 15) Which one of the following is a way to reduce recruitment costs? a) Employ part time workers b) Improve employee retention c) Pay only the national minimum wage d) Use external recruitment methods 16) Attending a training course is an example of: a) a loss leader b) flexible working c) off-the-job training d) on-the-job training 17) Customer service is most likely to be improved by: a) avoiding innovation b) price skimming c) staff training d) using electronic application forms 18) Which one of the following is an academic qualification? a) A contract of employment b) A GCE c) A profit sharing scheme d) An apprenticeship 19) One benefit to an employee of staff development is: a) fewer opportunities for promotion b) greater confidence c) higher sales and profit d) increased workload 20) A clothing retailer is planning to recruit a new sales manager. Selecting a candidate because they are homosexual is an example of: a) delegation b) discrimination c) distribution d) diversification

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