MFRM SSE Course Exam

Select All That Apply: What is a competency trap? - A false belief that your past principles, ideas, and mental models will continually lead to poor success and poor judgment. - A false belief that your past principles, ideas, and mental models will continually lead to future success and better judgment. - A tendency to rely on familiar tools, skills, or routines without measuring their effectiveness now and in the future. - All the above.

- A false belief that your past principles, ideas, and mental models will continually lead to future success and better judgment. - A tendency to rely on familiar tools, skills, or routines without measuring their effectiveness now and in the future.

Kinesthetic learners should use which study method? - Interactions - Study in short blocks - Flash cards or memory games - Use notes - All of the above

- All of the above

Visual learners should use which study method? - Use charts and diagrams - Take lots of notes - Make lists - Use colors - All of the above

- All of the above

Select All That Apply: What are competencies? - Competencies are what you should pass along to your customers. - Competencies give you the framework of what success in your role looks like. - Competencies are the behaviors that give you the ability to do something successfully. - Competencies define why you are doing your job.

- Competencies give you the framework of what success in your role looks like. - Competencies are the behaviors that give you the ability to do something successfully.

Select All That Apply: Which of the following are forms of professional non-verbal communication? - Eye contact - Tone of voice - Gestures - Pacing back and forth - Standing closer to the person speaking

- Eye contact - Tone of voice - Gestures

Select All That Apply: Why is coupling a self-evaluation with a manager evaluation beneficial?

- It helps identify where you think you are and where you are based on your manager's feedback. - It opens room for coaching. - It improves your manager-to-employee relationship. - It enhances your job satisfaction and performance.

Select All That Apply: Which of the following are reasons why understanding Generational Learning Styles is important? - It is the next step to becoming a Store Manager. - Learners will be more involved with the material your present. - It will increase buy-in from your learner. - Each generation has different inspirations and motivations for work and learning.

- Learners will be more involved with the material your present. - It will increase buy-in from your learner. - Each generation has different inspirations and motivations for work and learning.

Which of the following is NOT a way to improve your listening skills? - Enjoy the mundane sound of something. - For 3 minutes a day, rest your ears in complete silence. - When you are at a park or restaurant, try to pick out as many individual sounds as you can hear. - Maintain eye contact to prevent from losing focus in the conversation. - Try to change your listening position during a conversation. - Receive, appreciate, summarize, and ask questions.

- Maintain eye contact to prevent from losing focus in the conversation.

Select All That Apply: Which of the following are best practices for professional written communication? - Storytelling - Professional tone - Proper grammar - Proofread every e-mail - No misspelled words

- Professional tone - Proper grammar - Proofread every e-mail - No misspelled words

Select All That Apply: Which of the following statements describes Generation Z? - They process information in short bits. - They need to feel like they are making a difference. - They don't prefer to be around people. - They love concise social and group learning.

- They process information in short bits. - They need to feel like they are making a difference. - They love concise social and group learning.

What are the three primary learning styles? Correct

- Visual - Kinesthetic - Auditory

Select All That Apply: Why is self-evaluation so important when it comes to competencies and skillsets? -You must lead yourself before you can lead others. - It is key to great leadership. - You should not self-evaluate your competencies. - You must be competent to do your job effectively.

-You must lead yourself before you can lead others. - It is key to great leadership.

Fill in the blank: _____ of what people receive from communicating with others is based on non-verbal language and _____ of what people actually hear is verbal communication.

93%, 7%

Your new Sleep Expert keeps trying to make conversation while completing their coursework and seems to take breaks frequently. They are most likely: Correct

A kinesthetic learner

Define Coaching

A process that aims to guide an individual to improve their performance by strengthening the specific skills, knowledge areas, or behaviors needed to accomplish a task, or achieve a behavior or goal.

Which of the following is NOT a valid statement about practice?

After receiving feedback, you should take your time to put it into action.

How should you conclude a coaching and feedback session? - Confirming goals and establishing expectations - Setting a timeline to follow up - Documenting the conversation

All the above

Which statement below is correct about C.A.R.E to Coach:

An acronym to help you remember how to strategically be a great coach

Your new Sleep Expert is completing their coursework for the day, but they keep getting distracted by the phone's ringing and a co-worker speaking on the phone. Your new Sleep Expert is most likely:

An auditory learner

What are two types of visual learners?

Analytic, Global

Match each generation how you can adapt your teaching for them:

Baby Boomer: Group Discussion, face-to-face interaction, allowing dialogue where they can share their experiences Gen X: Using info Graphics, pictures, visual aids, showing demonstrations Gen Y (Millennial): Including activities, hands on interaction with products and systems, and role play Gen Z: Incorporating technology, e-learnings, and short video clips

Match each generation with their preferred style of communication:

Baby Boomer: Traditional Interaction (face to face and phone calls) Gen X: Combined Interaction (phone, email, text) Gen Y (Millennial): Electronic means (email, text) Gen Z: Electronic means in short interactions (text, social media, video call)

Fill in the blank: "To practice isn't to declare, I'm bad. To practice is to declare, I can be ______."

Better

Which of the following statements best describes what a blended learning experience is?

Blended learning is made up of key, critical pieces to provide a learner a well-rounded experience that helps solidify learning retention.

Fill in the blanks: True______, ______, and ______ for their customers is what sets Chik-Fil-A apart.

Care, compassion, love

_______________ focuses on future behavior, advocates optimal performance, and guides associates in the direction that best suits them.

Coaching

What should you do if you are having trouble communicating with someone of Generation X?

Engage in visual sentence patterning.

T/F If you never fall, you are doing a great job and no longer need to make changes.

F

T/F: Baby Boomers tend to process their information visually.

F

T/F: Generation Z learners prefer learning methods that are completely dependent on technology.

F

T/F: Individuals with a "fixed mindset" consistently outperform those with a "growth mindset".

F

T/F: It is not okay for people not to enjoy working at this company.

F

T/F: Mastering the competition is most useful for showing customers why they should avoid your competitors.

F

T/F: New hires cannot look at a book during an assessment, but you may assist them with hints

F

T/F: The closer you can get to feel your work as a calling, the less successful you'll be

F

T/F: The most successful sports teams have the best game plans and try hard not to focus on their competition.

F

T/F: To enhance your skillsets for any competency, you should get stuck in the same habits and routines.

F

T/F: Use of the Sleep Expert Certification: Score Card is recommended but not required.

F

T/F: When first embracing an Owner's Mentality, you must first start to believe that your business is not truly your business.

F

T/F: When shopping the competition, you should focus on what they are doing wrong and what we are doing better.

F

T/F: When we say "A scratched back scratches back" we mean that talking negatively about your competitor will have adverse effects on your business.

F

T/F: You probably will not find associates that enjoy what they get to do every day.

F

T/F: You should wait for people to offer you feedback. You should not ask for it.

F

T/F: Your products are the key to your business

F

T/F: Your surrounding cannot influence the perception of your brand

F

______________ focuses on past or current behavior, reinforces appropriate behavior, and is a one-time event

Feedback

Which of the following statements best defines how you should view "delegation"?

Getting help from others.

Which of the following statements best describes what it means to "Keep your friends close and your neighbors closer"?

Have a deep understanding of both your own business as well as a healthy relationship with local competition

A system is:

How you organize your work and use that to drive results

Fill in the blank: To practice requires ________.

Humility

If a customer comes to the store and asks to see a product we do not offer, what should you do

Inform them of what stores would carry the product

Which of the following is NOT a tool that can help you be an effective trainer?

Instacart: Grocery Delivery Service

Why is understanding competition significant?

It allows you to better educate your customers about the available options in the marketplace.

Which of the following statements is NOT true about understanding Generational Learning Styles?

It becomes easier to identify the three primary learning styles.

Which is the correct formula that will raise potential for long term success in an individual?

Praise the Outcome + Praise the Process = Long Term Success

Which of the following are NOT expected from you as a trainer?

Provide your new hire with answers if they get stuck on an assessment.

How did Baby Boomers receive most of their news when growing up?

Radio

Which of the following is not a usual enemy of practice?

Self-Awareness

Which of the following is not a benefit that blended learning can bring?

Simplicity

Which of the following would NOT be an ideal learning tool for a visual learner?

Songs

Fill in the blank: "Confidence breeds success and success breeds confidence. Confidence applied properly _________ _________."

Surpasses genius

T/F: Chik-Fil-A's mission statement to positively influence all who come into contact with Chik-Fil-A is what drives them to have excellent service across the company

T

T/F: Coaching and feedback should focus on the individual's development not on what the leader wants or needs.

T

T/F: Generation X prefers to receive their information visually and secondarily through audio.

T

T/F: Generation Z needs to be reward quickly to be properly motivated.

T

T/F: Guests will assume you will take better care of them if you take care of your store

T

T/F: If you can inspire happiness, your team will be more productive?

T

T/F: Individuals with a "growth mindset" consistently outperform those with a "fixed mindset."

T

T/F: It is important to build people up based on who they are, not who you want them to be.

T

T/F: Most people crave feedback regarding their performance and often seek guidance on ways they can grow.

T

T/F: Patience is an important habit to have when you are an Instructor.

T

T/F: Positive thinking can improve your utilization of time.

T

T/F: Quality of sleep can directly impact your health and make you prone to irritability, depression, and forgetfulness.

T

T/F: Simply believing we can bring about a positive change in our lives increases motivation and job performance.

T

T/F: Training your coworkers can be both fun and rewarding.

T

T/F: You are responsible for planning for your new hire's activities on days you are absent.

T

T/F: You should get feedback again after you implement your first round of feedback.

T

Which technology most influenced Generation X growing up?

Television

Which of the following is NOT a step you should take if struggling to communicate with Generation Y?

Tell them exactly how to do everything.

Which of the following is not a benefit that can come from mastering your competition?

The company will have fewer customers purchasing and ultimately returning products.

What motivates people of Generation Z?

The opportunity to prove their personal and professional brand.

Which of the following does NOT accurately describe a Baby Boomer?

They can learn technology quickly.

Which is NOT a reason new hires need a great experience?

To show that Mattress Firm has the best training

Which of the following is not an element of blended learning?

Virtual Instructor

Define Feedback

Words of advice, assessment, or information about strengths and opportunities. Information about an observed behavior that can be either appreciation or constructive.

How do you avoid a competency trap?

Work on the things that don't come naturally.

Baby Boomers

auditory info processing

Fill in the blank: You either get _______ or you get _______. You never stay the same.

better, worse

Generation X

visual learners that grew up during the time that television was becoming widely available and there was a major recession.