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This test consists of 5 multiple choice questions, 5 short answer questions, and 10 short essay questions.

Multiple Choice Questions

1. What approach does Howard take when dealing with customer requests?
(a) He will listen to them, but admits that most of them cannot be fulfilled.
(b) He believes a company should do anything in its power to honor customer requests.
(c) He does not have the time to listen to them.
(d) He will listen to them and then explain to the customer why the company does not accept customer requests.

2. Where is the housewares show that Howard attends in Italy?
(a) Sicily.
(b) Rome.
(c) Napoli.
(d) Milan.

3. How much does Ron Margolis invest in Il Giornale?
(a) $200,000.
(b) $150,000.
(c) $100,000.
(d) $250,000.

4. What is Howard Schultz's position at Starbucks?
(a) Manager.
(b) Vice President.
(c) District Manager.
(d) CEO.

5. What sport does Howard play in hopes of one day leaving the projects?
(a) Baseball.
(b) Football.
(c) Tennis.
(d) Basketball.

Short Answer Questions

1. How much money does Jerry Baldwin invest in Howard's coffee houses?

2. What decision does Howard make about the way he thinks of his father?

3. How is Howard's idea of creating Starbucks cafes received when he first returns from Italy?

4. How does Starbucks add flavor to the coffee it serves?

5. What positions does Howard think would be better filled by people with skills different than his own?

Short Essay Questions

1. What is the purpose of Howard's new health care plan for Starbucks and why is it met with resistance?

2. Why does Howard create a Mission Statement and a Mission Review Team for Starbucks?

3. After college, what is Howard's first sales job, and how does he meet his future wife?

4. How do Jerry Baldwin and Gordon Bowker help Howard launch his new idea for cafes after he leaves Starbucks?

5. What is the risk of serving Starbucks coffee outside of the company and what exception does Howard make?

6. How did Howard feel about his father while growing up?

7. How does Howard first escape from the projects?

8. Where is Jeff Brotman from and what does Howard learn from him?

9. What is Howard's intent with Il Giornale, and how does he receive the money needed for the business' expansion plan?

10. What atmosphere does Howard strive to create at Starbucks?

(see the answer keys)

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