WRS Quiz 2: Skills 5-8 - CTECS

While waiting on customers, you notice an elderly woman looking at new computers. You should

a. assume she knows less about computers than the younger customers you serve.

b. approach her and ask her in a very loud voice: Are you lost ma'am?

c. treat her as you would any other customer.

d. wait for a coworker to help her.

Correct! Wrong!

5) Diversity Awareness

Why is having cultural diversity on a company’s staff a good idea?

a. There is a broader range of perspectives and creativity.

b. It creates a homogenous work ethic.

c. The work environment will be more ethical.

d. It meets the federal regulations for small businesses.

Correct! Wrong!

5) Diversity Awareness

An angry coworker complains about the way you do your job. Your BEST response is to

a. be more assertive than he/she is.

b. call security for help.

c. walk away to avoid conflict.

d. remain calm and focused on a solution.

Correct! Wrong!

6) Conflict Resolution

Shauna works at an advertising agency and recently had a verbal argument with a coworker, Ashley. Since then, Ashley has openly treated Shauna with insulting behavior. What is the first step Shauna should take to resolve this conflict?

a. Report Ashley to the human resources manager.

b. Request a meeting with Ashley to try to resolve their differences.

c. Ignore Ashley but make sure her peers know about her conduct.

d. Write an email to her parents explaining the situation and asking for help.

Correct! Wrong!

6) Conflict Resolution

During a staff meeting, a supervisor asks employees to bring new ideas to the next staff meeting that will improve customer service. The BEST way to come up with good ideas is to

a. ignore the request because you think things are just fine the way they are.

b. ask your coworker what he/she would do.

c. consult the employee handbook.

d. research how other companies and experts have improved customer service.

Correct! Wrong!

7) Creativity and Resourcefulness

In the graphic below, which personal skill BEST fits into the shaded area of the diagram?

a. Creativity

b. Teamwork

c. Positive work ethic

d. Integrity

Correct! Wrong!

7. Creativity and Resourcefulness

You work as a server at a local restaurant. A customer orders a particular fish dish as a dinner entrée and sometime after ordering the dish, you learn from the kitchen manager that the fish has sold out. What is the BEST way to creatively handle the situation?

a. Make sure the customer knows this will never happen again and later report it to the restaurant manager.

b. After talking with another server, ask the head chef to come out and apologize to the customer profusely.

c. After talking with the restaurant manager, offer a comparable entrée dish, a discount, and a formal apology.

d. Have the restaurant manager offer a substitute and a significant discount on the overall meal.

Correct! Wrong!

7) Creativity and Resourcefulness

At the conclusion of making a presentation to a large group, someone from the audience asks you a long, elaborate question. What is the best practice to use in order to answer the question effectively?

a. Restate the key question and ask if your understanding is correct.

b. Smile and answer the question as soon as possible.

c. Ask for the person’s email address so you can send him/her your answer.

d. Focus on one part of the question and answer that, then move on.

Correct! Wrong!

8) Speaking and Listening

Which of the following phrases is appropriate for a formal greeting during a presentation?

a. Be seated

b. Let’s get started

c. Listen up

d. Welcome

Correct! Wrong!

8) Speaking and Listening

WRS Quiz 2: Skills 5-8

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