Customer Service Specialist Practice Examination
What is customer feedback? a. A customer relating their opinions and perceptions of your company, its products, and their experience with the company b. Incessant nagging c. Complaints d. Sales created by customer word-of-mouth
A; a customer relating their opinions and perceptions of your company, its products, and their experience with the company
What is a Career Path? a. A plan and map for your career b. The progression of jobs you have held c. A training plan d. A company hierarchy
A; a plan and map for your career
Voltage can be thought of as which of these? a. A pressure that moves electrons from one point to another b. The amount of electrons per second that pass through a point c. Current flow from an AC source d. Both A and B
A; a pressure that moves electrons from one point to another
Listing habits and ________, based on past experiences, may direct some to cling to old practices that don't work any more. a. belief systems b. established patterns c. bad manners d. consistent ideas
A; belief systems
Which of the following is NOT a technique for effective telephone listening? a. Body language b. Asking questions c. Repeating what you hear d. Taking notes
A; body language
Which of these is most susceptible to damage form permanent magnets? a. Credit cards b. Cellular telephone antennas c. Polarized power connectors d. AA batteries
A; credit cards
Who is responsible for complying with company policies? a. Everyone b. Employees only c. Officers and managers d. Customers
A; everyone
The company inadvertently pays you for overtime hours which you did not put in. What should you do to gain trust? a. Go to the payroll department and show them the mistake b. Accept the windfall c. Act as if you didn't notice the mistake d. Explain that you thought you had worked the overtime
A; go to the payroll department and show them the mistake
If we display traits of honesty and candor, we are demonstrating the concept of: a. integrity b. fairness c. diligence d. incompetence
A; integrity
Because Customer Service is a complex and demanding field, it requires the successful CSS to possess which of the following traits: a. intelligence b. stunning good looks c. certified tech skills d. poor judgment
A; intelligence
Which of the following might be considered pro-profit actions? a. Making sure service literature or product catalogs are filed in proper order b. Smoking in the rest room, rather than at your bench c. Taking a bundle of ball point pens (which advertise the company's products) home for personal use d. Stopping work in plenty of time to be prepared to clock out right at quitting time
A; making sure service literature or product catalogs are filed in proper order
Telephone conversations give the participants a greater understanding of the intended message because they give the listener a feeling of the caller's: a. mood b. height c. weight d. marital status
A; mood
Which of these rules might be considered a GOOD rule? a. No sexual harassment b. No parking in the boss's spot c. No pay checks till the boss is paid first d. Only one trip to the water fountain each morning
A; no sexual harassment
The ________ type can always find an excuse for his/her inaction, saying "I'll be happy to cooperate, just as soon as I finish..." a. passive-aggressive b. competent c. denial d. neutral
A; passive-aggressive
In order to manage your time, you must first do which of these? a. Prioritize your tasks b. Use an agenda or diary c. Make a "to-do" list d. None of the above
A; prioritize your tasks
If you cannot help a customer with a request, you should: a. suggest where he/she might find help b. tell him or her it is not your department c. never mention a competitor d. call the boss
A; suggest where he/she might find help
You demonstrate company loyalty by which of the following? a. Supporting company policies b. Constantly looking to change company policies c. Checking to see how your company ranks with competitors d. All of the above
A; supporting company policies
A good way to punish a deadbeat customer who didn't pay his service bill is to: a. take him or her to a small claims court b. post the unpaid invoice in plain view for future customers to see c. publish a notice naming that customer in the local newspaper d. take several big guys, go back to the home and take your parts back
A; take him or her to a small claims court
A disadvantage of formal training of employees is: a. the employee is away from his job place b. the employee will be more knowledgeable c. most employees do not like homework d. all of the above
A; the employee is away from his job place
One reason for giving employees some autonomy on the job might be: a. the workers will feel better about their jobs b. the employer wouldn't have to come in to work c. they might expect you to do their work d. they will expect more money
A; the workers will feel better about their jobs
What is the most important reason for an employer to recognize the personality types of employees? a. To place an employee in the position where he/she can be the most effective b. To place an employee where he/she can make the most friends c. To keep an employee 'out of your hair' d. To prevent discord
A; to place an employee in the position where he/she can be the most effective
A person with a Sanguine personality is ideally suited for a sales job. a. True b. False
A; true
Company policies are rules within the company that govern how the business and employees are expected to behave. a. True b. False
A; true
Ethical values of right and wrong can be influenced by reason and changed. a. True b. False
A; true
If your day becomes too stressful, you should take a minute to relax and think of something peaceful. a. True b. False
A; true
Including CSS type training concepts in technical training programs usually short-changes CSS and soft skills. a. True b. False
A; true
Listeners provide feedback to the speaker through their nonverbal messages. a. True b. False
A; true
Manners are very important at work. a. True b. False
A; true
Membership in a professional organization may be absolutely required for some jobs. a. True b. False
A; true
Not offering to give the customer a receipt, with the intent of not including the income in sales for the day, is a criminal act. a. True b. False
A; true
Pencil and paper are great tools for organizing your thoughts. a. True b. False
A; true
People listen through filters. a. True b. False
A; true
People who have no telephone may be more likely to have bad credit than those who do. a. True b. False
A; true
Policies are implemented from the bottom of the organizational structure. a. True b. False
A; true
Showing your boss a way to save time or money for the company is a good way to gain trust. a. True b. False
A; true
Some companies pay those with CSS certifications more than ordinary workers. a. True b. False
A; true
Tech support is an expense for a company. If a company claims to have technical support for the products it sells, but then knowingly hires fewer help desk workers than it needs, it is shifting these costs to the purchaser of its products and is defrauding the customer. a. True b. False
A; true
The term "experiencing the company's system" means any aspect of a company that a customer encounters when they contact the company to do business. a. True b. False
A; true
Using a sophisticated phone message system can simplify office communications. a. True b. False
A; true
Wasting time, or taking care of personal business while being paid to take care of company business, is stealing, just as if you ere taking a tool or product of the company for yourself. a. True b. False
A; true
With listening comes the need to sense, interpret, and evaluate. a. True b. False
A; true
You work for a mass merchandiser. After parking in the large parking lot, you could take one of the shopping carts back into the building and put it in the cart pickup area, but you don't. This is not an example of a pro-profit employee. a. True b. False
A; true
Continuous improvement in the customer service picture means: a. using customer feedback to improve the overall operations of the company, its products and services b. using customer feedback to increase customer call backs and recalls c. using customer feedback to extend overall company bureaucracy, its products and services d. using customer feedback to avoid empowerment, discussion groups and exchanges
A; using customer feedback to improve the overall operations of the company, its products and services
The CSS testing program was started in: a. 1980 b. 1990 c. 2000 d. 2002
B; 1990
ROI means: a. Reduce Our Inventory b. Return On Investment c. Returned On Invoice d. Reduced Overtime Income
B; Return On Investment
The following information needs to be included in all faxes. a. The company's quarterly report b. A cover sheet c. A notation of how much time you spent on this fax d. Your lunch order
B; a cover sheet
Which of the following "resistant" types is the easiest to identify? a. Passive b. Aggressive c. Apathetic d. Passive-aggressive
B; aggressive
How should you answer the telephone? a. Answer with your own stylized greeting reflecting your personality b. Answer the telephone by the third ring c. Write down whatever information they give you, without asking any questions d. As soon as the phone rings, answer and say, "Please Hold"
B; answer the telephone by the third ring
Company policies should be: a. locked away b. available c. disposed of d. read daily
B; available
If your coworker is dealing with a tragic situation, your best bet is to: a. ignore the situation b. be helpful without prying into his/her affairs c. do nothing. He/she didn't help you when you were having a bad time d. give him/her advice on 'rising above' the problem
B; be helpful without prying into his/her affairs
A Priority Matrix designed for one department: a. can be used by other departments b. cannot be used by any other department c. is all that is needed for one company d. needs to list all appointments and schedules
B; cannot be used by any other department
A business which offers a help-desk service for buyers of its products, then reduces the help desk pool so that callers must be on hold for long periods of time is: a. more efficient than others b. cheating the public and their customers c. not legally liable for fraud d. simply taking advantage of the fact that their employee's time is much more valuable than that of a servicer or the public
B; cheating the public and their customers
Teams exist to: a. make life easier for use and others b. combine the efforts of several people c. let others do our work d. report the actions of workers
B; combine the efforts of several people
If you are having computer hardware problems that you are not sure how to repair, you should: a. unplug the equipment and attempt the service yourself b. contact a computer repair specialist since you aren't trained in such repair c. leave the problem to be found by someone who might know more d. while wearing safety goggles, use a fairly large sledge hammer to beat the computer into very small pieces, sweep them into the trash and ask for a new system
B; contact a computer repair specialist since you aren't trained in such repair
We pass information to higher levels to: a. let the boss know we are working b. divide areas of specialty c. answer the next call d. pass the responsibility
B; divide areas of specialty
An excellent way to get ahead at work is to socialize with your coworkers. a. True b. False
B; false
Asking clients to demonstrate what they understand, is not a good policy. a. True b. False
B; false
Developing routines is a bad idea because you can get stuck in them. a. True b. False
B; false
Employability skills such as those taught in CSS courses can't be learned. a. True b. False
B; false
Every business decision we make should be geared toward holding firm for our employer's sake a. True b. False
B; false
Holding membership in important organizations usually results in a pay raise or promotion. a. True b. False
B; false
If a company's website is maintained by an outsourced company of web designers and consultants, then the CSS will not be troubled with customer feedback concerning the website. All feedback should be directed to the consulting firm. a. True b. False
B; false
If a customer asks you to spend a few minutes as he brags about his expensive duck hunting dog, you should explain that you are too busy to play with dumb animals. a. True b. False
B; false
If the company is paying you less than comparable workers in similar businesses, it is fair to steal a few things or to take care of personal business while on duty. a. True b. False
B; false
If your company doesn't seem to be paying you as much as you feel you are worth, there is no reason to devote your best efforts to your work. a. True b. False
B; false
If your coworker takes charge and starts to order you around, you know you're dealing with a Phlegmatic personality. a. True b. False
B; false
It is always best to use technical language when dealing with a customer. a. True b. False
B; false
It is not necessarily helpful for you to know your own personality type a. True b. False
B; false
It is not the responsibility of workers to prevent or reduce incidents of cheating. That is management's job and a reason they get paid more. a. True b. False
B; false
It is unfair for a company to refuse to hire you, just because you have a history of drug abuse. a. True b. False
B; false
It is usually good practice to just write-off debts incurred by deadbeat customers, as the cost of taking them to court outweighs the possible amount recovered. a. True b. False
B; false
Most office/service center software is too costly to be effective. a. True b. False
B; false
Practicing etiquette while performing service work or talking to people on the help line may be nice, but it is a wasteful use of time. a. True b. False
B; false
Running a credit check on a customer is usually illegal. a. True b. False
B; false
Since a public library is usually a tax-supported service, the idea of being a pro-profit employee does not apply to that type of employee. a. True b. False
B; false
So long as a worker sets his own work hours at a company, he can be classified as 'contract labor' even if he does operate out of a company truck. a. True b. False
B; false
So long as a worker uses company-owned test equipment and tools and the company vehicles to perform his work, he is not allowed to also use some of his own private test equipment or tools. a. True b. False
B; false
Talking and communicating are the same thing. a. True b. False
B; false
The person with a Sanguine personality is very shy. a. True b. False
B; false
To become a successful leader, it is mandatory that you have a compulsive drive to succeed. a. True b. False
B; false
Universal remote controls are simple for everyone to understand. a. True b. False
B; false
To ensure products and services reach intended customers, ________ is required. a. analysis b. follow-up c. comparison d. meeting
B; follow-up
"Fear of the unknown" is usually a learned emotion, based solely on a/an ________ of past experiences. a. collection b. generalization c. variety d. abundance
B; generalization
Why is the written survey the best format to use to solicit feedback? a. Customers desire to become novelists and like to write b. It is most effective in amassing the responses from customers c. Customers will not use any other method d. It is the least effective in amassing responses from the customer
B; it is most effective in amassing the responses from customers
Which of these rules might be considered a GOOD rule? a. Keep lights off unless absolutely necessary b. Keep food and drink away from your keyboard c. It is mandatory that you attend a certain church d. All employees must wear crew-cuts
B; keep food and drink away from your keyboard
Which of the following statements reflects a positive image to the customer? a. I shouldn't b. Let's see what I can do c. That could not have happened d. But...
B; let's see what I can do
Company policies protect the company and employees from: a. fraud b. liability c. sanctions d. bankruptcy
B; liability
To keep your emotions from controlling your decisions, it is a good idea to: a. ask someone else to make the decision for you b. make a chart listing assets and liabilities of all possible decisions c. toss a coin d. go with the decision that "feels" best
B; make a chart listing assets and liabilities of all possible decisions
Which of the following terms would be the most appropriate to use when speaking about your new secretary? a. My Girl Friday b. My administrative assistant c. My male administrative assistant d. My female administrative assistant
B; my administrative assistant
A complaint is called what kind of feedback? a. Unwanted b. Negative c. Positive d. Not called feedback at all
B; negative
During an interview, which of the following would probably be LEAST considered? a. Your attitude b. Night school electronics classes c. Your personal appearance d. You're "always on the job"
B; night school electronics classes
A person who acts as a bully in the workplace is often that way because: a. of his or her superior ability with the job at hand b. of his or her feeling of incompetence c. it's the only way to get subordinates to work d. management will notice his or her ability to work with people
B; of his or her feeling of incompetence
Which type of resistance is the most difficult to identify because of false impressions of support and agreement? a. Apathetic b. Passive c. Materialistic d. Resistant
B; passive
Responsible companies use records for: a. selling data to other companies b. performing quantitative and qualitative analysis c. spying on the customer d. identifying competitors
B; performing quantitative and qualitative analysis
The customer will usually follow your lead if you do what during communication? a. Compliment his clothing b. Set a good example c. Offer sound information d. Shake his hand
B; set a good example
Company loyalty requires an employee to: a. establish friendships inside the competitor's company to discuss work ideas b. stay on the same page with shifting company goals c. argue with customers (if necessary) to get the company's position across d. volunteer for an assignment at the company picnic
B; stay on the same page with shifting company goals
Which of the following would be considered pro-profit activities? a. Building relationships with fellow workers by discussing last evening's bowling b. Submitting an employee suggestion to improve efficiency or safety c. Leading your coworkers in asking management to relieve your department workers of clean-up details d. Calling in sick because you can't be at your best with a hangover
B; submitting an employee suggestion to improve efficiency or safety
Why is a CSS concerned with all aspects of customer feedback to the company? a. If a CSS wants a promotion, he/she has to know it all b. The CSS is the first contact with a caller and must know enough about the company to route the call to the person who can handle it c. A CSS is not responsible for all aspects of customer feedback d. A CSS is not responsible for all aspects of their company
B; the CSS is the first contact with a caller and must know enough about the company to route the call to the person who can handle it
Preparing to unload the service van, you back up to a loading area. Unfortunately, you also back over another worker, who claims you were negligent. Most likely: a. the injured worker has no claim as he or she should have been watching out b. the company will have to pay the injury claim c. you, the driver of the van, will be held personally responsible for the accident d. the injured worker will have health and accident insurance and that will cover the costs of the accident
B; the company will have to pay the injury claim
Who is responsible for the success of the team? a. Only the team leader b. The entire team c. The project leader d. The C.E.O.
B; the entire team
Potential customers responding to your marketing campaign are called ________ sales. a. involuntary b. voluntary c. incidental d. general
B; voluntary
The best way to make certain a fax was transmitted properly is to: a. come back later and see if the machine has produced any error code messages b. wait for the customer to call and let you know if it was received c. 'babysit' your fax until the machine has confirmed it transmitted d. allow another coworker who is already at the fax machine to send it after his/her fax is done
C; 'babysit' your fax until the machine has confirmed it transmitted
What is the ETA Solution? a. Evaluate the problem, Troubleshoot/Test the problem, Authenticate/Answer question, Ignore the problem b. Evade the problem, Troubleshoot/Test the problem, Authenticate/Answer question, Solve the problem c. Evaluate the problem, Troubleshoot/Test the problem, Authenticate/Answer question, Solve the problem d. Evaluate the problem, Troubleshoot/Test the problem, Authenticate/Answer question, What is the problem?
C; Evaluate the problem, Troubleshoot/Test the problem, Authenticate/Answer question, Solve the problem
Workplace gossip is: a. inevitable, so just join in b. just good, clean fun c. a recipe for disaster d. something that is expected of you
C; a recipe for disaster
Which is the most proactive way to prove the effectiveness of an advertising campaign for a product? a. Scrutinize changes in revenue streams closely and frequently b. Form a team to experience the advertising first hand to see if they feel compelled to purchase the product c. Ask customers how they rate the advertising and if it influenced their decision d. Hire consultants to form focus groups to give feedback on a commercial's appeal
C; ask customers how they rate the advertising and if it influenced their decision
If your are dating someone at your workplace, it is best to: a. share your happiness with the other employees b. pretend you don't know each other at work c. be discreet and don't discuss the situation with other employees d. rehash last night's date with you co-workers
C; be discreet and don't discuss the situation with other employees
You know some of the employees are stealing small items from the company you work for. The best thing for you to do is: a. ignore these activities. It is none of your concern b. call the police c. bring the activity to the attention of management d. plead with the workers to quit stealing
C; bring the activity to the attention of management
The customer has what appears to be a vicious dog which seems determined to attack you as you approach the house. What might you do? a. Spray the dog with Pepper Spray and warn the customer that your firm will not make further service calls until the dog is removed from the premises b. Yell at the customer and tell them to get that "stupid" animal restrained or face a big lawsuit c. Call from your vehicle and ask that the dog be tied or penned up d. Call animal control
C; call from your vehicle and ask that the dog be tied or penned up
What is the first step in the problem-solving process? a. Report the problem b. Solve the problem c. Collect and analyze data d. Identify the cause
C; collect and analyze data
Which of the following is an example of an internal customer? a. Customer with a billing problem b. Customer with a technical problem c. Coworker d. Customer with a complaint
C; coworker
Noncompliance with a company policy does what? a. Creates a fun workplace b. Creates a burden on others c. Destroys businesses d. Makes the day more enjoyable
C; destroys businesses
________ is usually the biggest obstacle with the least validity. a. Happiness b. Anxiety c. Fear d. Depression
C; fear
One way an employer can increase employee satisfaction is: a. criticize the employee in public for mistakes b. scrutinize every facet of the work assigned c. give the employee leeway to complete the job as he/she sees fit d. provide a list of instructions that must be followed for each step of the task
C; give the employee leeway to complete the job as he/she sees fit
By saving just five minutes a day for five days per week you would: a. not make much difference in managing your time b. be able to finish a tough project c. have saved and gained 21 hours by the end of the year d. none of the above
C; have saved and gained 21 hours by the end of the year
One way to build trust with coworkers is to: a. cheat if you find one or more of them also cheating b. show them you will report them if you suspect they might be doing something detrimental to the company c. help an employee resist the temptation to cheat d. secretly report all violations to management
C; help an employee resist the temptation to cheat
If you need someone to fill a position that requires a lot of planning, meeting deadlines, an attention to detail, your best bet is a: a. Sanguine b. Phlegmatic c. Melancholy d. Choleric
C; melancholy
When speaking with a customer on the telephone, it is important to ensure ________ conversations from others in your office are not overheard. a. rear b. front c. side d. flat
C; side
If you have poor handwriting, you should: a. always type your messages b. speed up in order to hurry through the unpleasant task of writing longhand c. slow down and try to improve the legibility d. ask others to do your writing
C; slow down and try to improve the legibility
Professional organizations are: a. technical only b. non-technical only c. technical or non-technical d. tax-exempt
C; technical or non-technical
Cold telephone calls are classified as a ________ marketing tool. a. premium and incentive b. outdoor c. telemarketing d. discount program
C; telemarketing
To ensure that you are giving the customer exemplary services, you should do which of these? a. Play, "You and Me" against the company b. Be "more than fair" and give away the store c. Use the ETA Solution d. Both A and B
C; use the ETA Solution
Real multi-tasking is only possible with which of these? a. With one person b. With the first computer c. With a team d. None of the above
C; with a team
An organization may be required by law to keep what kind of data? a. Employee records b. Hazardous waste disposal c. Customer income levels d. A and B
D; A and B (employee records and hazardous waste disposal)
Corporate policies are based on what? a. Competitor's policies b. Mission statement c. Strategic goals d. B and C
D; B and C (mission statement and strategic goals)
The most important company policies are: a. those that affect you b. those that are issued by the corporate office c. those issued by direct supervisors d. all company policies
D; all company policies
Communication and customer service go hand-in-hand because: a. communicating can help solve problems b. good communication promotes respect c. a company is judged by the ability of its employees to communicate d. all of the above
D; all of the above (communicating can help solve problems, good communication promotes respect, and a company is judged by the ability of its employees to communicate)
Trade organizations are beneficial because they foster which of these? a. Communications among professionals b. Common solutions among competitors c. Practices and standards that benefit everyone d. All of the above
D; all of the above (communications among professionals, common solutions among competitors, and practices and standards that benefit everyone)
Who usually creates company policies? a. Corporate executives b. Corporate attorneys c. Managers d. All of the above
D; all of the above (corporate executives, corporate attorneys, and managers)
Which of the following packing scenarios is cause for concern that the job is not satisfactory? a. Corrugated box sides are bowed out b. Shaking the box lets inside objects move back an forth and rattle c. The masking tape used to secure the box flaps appears to be tearing d. All of the above
D; all of the above (corrugated box sides are bowed out, shaking the box lets inside objects move back an forth and rattle, and the masking tape used to secure the box flaps appears to be tearing)
In a confrontation, who should "come out on top?" a. Customer Service Representative b. Employer c. Customer d. All of the above
D; all of the above (customer service representative, employer, and customer)
Effective customer service operations will: a. increase customer loyalty and retention b. increase overall sales revenues c. provide competitive advantage d. all of the above
D; all of the above (increase customer loyalty and retention, increase overall sales revenues, and provide competitive advantage)
What factor is considered when forming company policies? a. Organizational vision b. Corporate culture c. Industrial climate d. All of the above
D; all of the above (organizational vision, corporate culture, and industrial climate)
Records management involves which of these? a. Planning record keeping activities b. Training users of records c. Controlling records d. All of the above
D; all of the above (planning record keeping activities, training users of records, and controlling records)
One negative result of an employer hiring a worker, but treating him or her as 'contract labor' might be: a. the employee resents not being an employee, knowing he legally should be b. the employee doesn't trust management in its other activities since it is cheating on him c. the worker may file a complaint with the wage-hour agencies, thus costing the company far more than it would have paid operating legally d. all of the above
D; all of the above (the employee resents not being an employee, knowing he legally should be, the employee doesn't trust management in its other activities since it is cheating on him, and the worker may file a complaint with the wage-hour agencies, thus costing the company far more than it would have paid operating legally)
Which of the following would be an effective way to check for punctuation errors? a. Use a writer's manual b. Use grammar-check on your computer c. Have a colleague proofread the letter d. All of the above
D; all of the above (use a writer's manual, use grammar-check on your computer, and have a colleague proofread the letter)
Before you can solve a customer's problem, you need to find out: a. who he/she is b. what is the nature of his/her situation c. when the problem occurred d. all of the above
D; all of the above (who he/she is, what is the nature of his/her situation, and when the problem occurred)
When communicating, we use symbols such as: a. words b. gestures c. personal appearance d. all of the above
D; all of the above (words, gestures, and personal appearance)
Your best opportunity for success in dealing with a customer's problem begins: a. after you've had plenty of time to consider the situation b. when you come across a solution c. when you answer the phone d. before the phone rings
D; before the phone rings
Using the "You Attitude" when communicating with customers is: a. unethical b. unnecessary c. dishonest d. building goodwill
D; building goodwill
When ________ is introduced, we feel threatened, or fearful. a. resistance b. attitude c. emotion d. change
D; change
Never Criticize, Condemn or ________. a. Castigate b. Compliment c. Cauterize d. Complain
D; complain
What are customer expectations? a. What customers expect a CSS to do for them b. What customers expect products to do for them c. What customers expect a company to do for them d. Customers' preconceived perceptions of company image, its products and the service they expect
D; customers' preconceived perceptions of company image, its products and the service they expect
Complete destruction of records stored on magnetic media involves: a. shredding b. emptying the recycle bin c. throwing it away d. degaussing
D; degaussing
An effective team leader would deal with conflict by: a. immediately disciplining those involved b. making a report and filing it with Human Resources c. yelling and screaming d. immediately rectifying it
D; immediately rectifying it
In making the transition to positive change, the first step is to realize that change is ________ and necessary for personal growth. a. irritating b. available c. frequent d. inevitable
D; inevitable
Which of the following could be a valid e-mail address? a. [email protected] b. johndoe.com c. @johndoe d. [email protected]
The concept of offering a customer service skills program was originally proposed by: a. military educators b. mass merchandiser companies c. independent service shop owners d. large manufacturing companies in Washington state
D; large manufacturing companies in Washington state
Letting the customer know that he or she has made a mistake is good because: a. it shows that you know more than he/she does b. it makes you feel better about your own knowledge c. it keeps the customer in his/her rightful place d. none of the above
D; none of the above
The mind of a successful person is: a. usually in a lower I.Q. range b. smarter than others c. hard to understand because it comes naturally d. on call at all times
D; on call at all times
A store display is at least 10-12 yards from the wall receptacle that is to be used. The best extension cord(s) to use would be: a. a 50 foot #18 cord b. two 25 foot #16 cords c. one 50 foot #12 cord d. one 50 foot #10 cord
D; one 50 foot #10 cord
One reason to be nice to the boss' secretary is: a. so you will be invited to the boss' next party b. you might like to ask her for a date some day c. she signs the paychecks d. secretaries usually have a lot of power with the boss
D; secretaries usually have a lot of power with the boss
To help become an effective speaker, you should do which of the following? a. Use judgmental descriptions b. Generalize c. State opinions as facts d. State facts without gossip or rumors
D; state facts without gossip or rumors
In order to be an effective speaker, you should do which of the following? a. Use judgmental descriptions b. Generalize c. State opinions as facts d. Stick to the facts. Don't use gossip or rumor
D; stick to the facts. Don't use gossip or rumor
If you aren't a good writer because of bad grammar, spelling, or punctuation, you should: a. avoid writing any more than necessary b. ask someone else to write it for you c. tell people what you want, thus avoiding the embarrassment of not knowing the English language d. write as often as possible
D; write as often as possible
You may have the opportunity for a leadership position in an organization if: a. you are the most important member b. you are a CEO or Vice-president in you day job c. you make a generous donation d. you make an important and valuable contribution
D; you make an important and valuable contribution
