PIT Semester 2 Review
8. When asked about your future goals a. Tell them about your short term goals b. Tell them about your long term goals c. Tell them about your short and long term goals d. Tell them you would like to have their job
C
8. True or False. Fighting is a form of communicating
False
9. True or False. Consistency means working well most of the time.
False
9. True or False. It's OK to ask how much you will get paid.
False
9. True or False. Taking something to feel better will help reduce stress.
False
9. True or False. The customer is always right.
False
6. If an angry caller is on the phone a. Ask him to call back when he has calm down b. Transfer the call to someone else c. Don't raise your voice d. Try to calm him down by joking with him
C
9. True or False. You should always end the call with a simple "Good-bye."
False
1. True or False. An interview is a test.
False
1. True or False. Goals don't have to be realistic as long as they motivate us.
False
10. True or False. Listening is something that comes naturally and is not learned.
False
10. True or False. To be consistent you have to be perfect all of the time.
False
10. True or False. When talking on the phone, you should speak at a brisk pace and clearly.
False
10. True or False. When the presentation has been delivered, you are finally done.
False
10. True or False. You should aim for a stress free life
False
2. True or False. You should only include jobs that you've been paid for.
False
3. True or False. Doing research about the company you are interviewing with is not necessary.
False
3. True or False. It is more important to list jobs than skills.
False
4. True or False. Stress can't always be coped with.
False
4. True or False. When answering the phone, say only the name of the compa
False
5. True or False. Good customer service involves meeting and exceeding your customers' expectations.
False
5. True or False. It is OK to just hang up on the caller if the connection is bad.
False
7. True or False. When an employer asks about your weaknesses, you should say you don't have any.
False
7. True or False. Worrying is a type of stress.
False
7. True or False. Your goal in customer service is to get your customer to say thank you, so you know they are leaving satisfied
False
7. True or False. Your goals should not change when changes occur.
False
7. True or False. Your personal appearance does not affect how people listen to you.
False
8. True or False. A good presentation does not require a lot of preparation.
False
6. True or False. Your body language is an important part of your presentation.
True
7. True or False. Fraudulent behavior should be reported
True
7. True or False. I am SHOUTING.
True
8. True or False. Learning to be a good communicator can save you time
True
8. True or False. The customer is anyone who looks to you for answers or help.
True
1. A resume a. Helps to get the employer's attention b. Is the same as filling out a job application c. Lists personal information such as hobbies d. Is not necessary when applying for a minimum wage job
A
2. In which step of presentation process do you list the goals you want to accomplish? a. Planning b. Developing c. Delivering d. Evaluating
A
3. What type of listening is used in situations where we aren't expected to do anything a. Relaxed listening b. Social listening c. Defensive listening d. Active listening
A
3. Which sentence is correct? a. I am going to be late to work tomorrow. b. I am go to be late to work tomorrow. c. I am late to work tomorrow. d. I am late going to work tomorrow
A
3. ____________ is how low or high you're speaking. a. Volume b. Speed c. Pitch d. Tone
A
4. The ability to provide great customer service a. Is an attitude that can be developed b. Is a skill some people have and others will never have c. Takes years of experience d. Is best done by someone who has been properly trained
A
4. Which of the following should be done when setting goals? a. Determine what you need and what you want b. Eliminate any personal time until your goals are met c. Reward yourself daily d. Aim for perfection
A
6. Body language is important a. When speaking only b. When listening only c. When both speaking and listening d. Never
C
2. Which is correct if you are writing a letter to your boss? a. Dear John: b. Dear Sir: c. Hi Sir: d. Hello Sir:
B
3. In which step of presentation process do you design a brief opening? a. Planning b. Developing c. Delivering d. Evaluating
B
4. In which step of presentation process do you practice your speech in front of a mirror? a. Planning b. Developing c. Delivering d. Evaluating
B
4. Which of the following should not be included on your resume? a. Name b. Personal information such as age c. Education d. Activities you participated in
B
5. Managing your time helps you a. Work less b. Work smarter c. Work harder d. Work more
B
5. Which is question is correct? a. Help me will you? b. Can you help me? c. You can help me? d. You will help me?
B
6. During the interview a. Sit relaxed. You don't want to show you're nervous. b. Be optimistic even if you think you don't have a chance. c. It's ok to lie a little about your qualifications. d. Don't use brief answers, be thorough.
B
6. Great customer service involves a. Promising more than you can deliver b. Doing what you say you are going to do c. Ignoring abusive customers so that they calm down d. Trying to convince the customer that there is a better way of doing thing
B
6. _______________ and _________________ are really important if you're going to be seen as a dependable person. a. Consistency and responsibility b. Working steadily and responsibly c. Attendance and honesty d. Attitude and consistency
B
7. Managing your job involves a. Doing the easiest things first b. Doing the hardest things first c. Attending meetings only when necessary d. Working late to finish everything
B
1. A person in customer service a. Deals with customers from the outside only b. Works on the telephone only c. Is anyone who works d. Is a sales person
C
1. The end of one situation and the beginning of another is called a. Stress b. Change c. Transition d. Pressure
C
1. What does promptness mean? a. Getting the job done right b. Being able to depend on you c. Getting things done on time d. Being efficient
C
2. Stress is a. Bad b. A part of life that is not normal c. Something that forces us to learn and grow d. Something that happens to very few people
C
2. Two important factors in obtaining the job you want are a. Excitement and desire b. Education and experience c. Knowledge and personality d. Who you know and what you know
C
4. It is a good idea to a. Take someone with you to the interview if you are nervous b. Be a little arrogant; it will show that you know your stuff. c. Keep personal problems out of the interview d. Ask how much the position pays
C
4. Which sentence is correct? a. John and me are working together. b. Me and John are working together. c. John and I are working together. d. I and John are working together.
C
5. When your goals conflict with your co-worker's goals, you should a. Go with the goals that are most achievable b. Given in to your co-worker to avoid conflict c. Compromise and negotiate d. Work on the short term goals first
C
8. What is professionalism? a. A boss who yells at his employees b. A receptionist who is always listening to other people's conversations c. An employee who is always on time d. An employee who talks about his co-workers
C
9. Planning a presentation involves a. Preparing the body of the presentation b. Typing or writing your presentation c. Knowing who your audience is d. Practicing
C
9. When speaking you should a. Speak very slow b. Speak very fast c. Vary your tempo d. Speak very loud
C
2. Customer service jobs are found in a. Retail b. Service organizations c. Government offices d. All of the above
D
2. Good listening helps you a. Figure out what people really need or want b. Avoid mistake and misunderstandings c. Get better control of your interactions with others d. All of the above
D
2. Which of the following can affect how well we accomplish our goals? a. Procrastination b. Time management c. Be able to resolve conflict d. All of the above
D
2. Which of the following is not a goal of a phone call? a. Making the caller feel that he has your whole attention b. Meeting his needs c. Making a favorable impression regarding your business d. Solving the person's probably as quickly as possible
D
2. Workplace principles include a. A positive attitude b. Consistency c. Timeliness d. All of the above
D
3. Which of the following can help you become a better employee? a. Watch b. Alarm clock c. Appointment book d. All of the above
D
5. Performance means a. Having a good attitude b. Doing your job well c. Being up to speed d. All of the above v
D
5. When going through change, it is important to a. Try to work through the change as quickly as possible b. Change everything all at once to get it over with c. Do some extra activities d. Keep as many of you little daily routines as possible
D
6. Which of the following can be causes of stress? a. Work b. Bad habits c. Internal conflict d. All of the above
D
7. When taking a message, write down a. Name of the caller b. Area code and phone number c. Exact time and date d. All of the above
D
8. When leaving a message, leave your a. Name b. Message c. Call back number d. All of the above
D
8. Which of the following can help you reduce stress? a. Exercise b. Health improvement c. Making plans d. All of the above
D
9. As soon as possible means a. By the end of the day b. Before lunch c. By tomorrow d. Ask your boss to be sure
D
1. True or False. All phones are the same.
False
1. True or False. A person with principles knows what he believes and sticks to it
True
1. True or False. A presentation can be oral or written.
True
1. True or False. Speaking and writing proper English is important in the workplace
True
10. True or False. Providing great customer service gives you a sense of accomplishment.
True
10. True or False. Surfing the internet at work is a form of procrastination.
True
10. True or False. The whole purpose of an interview is to sell yourself.
True
2. True or False. You can control time
True
3. True or False. Aiming too high is just as bad as aiming too low.
True
3. True or False. Change brings stress.
True
3. True or False. No matter who you are in the organization, you are still responsible for customer service.
True
3. True or False. Timeliness means working while you're at work.
True
4. True or False. Being late to work affects everybody.
True
4. True or False. The most important listening skill is keeping an open mind
True
4. True or False. Writing things down can help you manage your time.
True
5. True or False. A resume should be printed on bond paper.
True
5. True or False. Clip art should always be used to grab people's attention.
True
5. True or False. The manner in which you present yourself could be a key to your success.
True
5. True or False. You should use your eyes to listen.
True
6. True or False. In a relationship, you should take turns working on individual goals.
True
6. True or False. Managing your time helps build self-confidence
True
1. Which takes more effort a. Hearing b. Listening c. Both d. There is not difference between the two
b. Listening
