EOP Marketing Review 2020 Thursday

As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. What should you do?

• A. Ignore her and continue to assist the client.

• B. Get on the phone and request assistance from a department administrator.

• C. Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish."

• D. Ask another employee to help the client while you escort Mrs. W. to a room away from the public area.

You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?

• A. Do not get involved in the situation.

• B. Quickly take your boss aside and provide the correct name.

• C. Wait until the client leaves, and then provide your boss with the correct name.

• D. Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.

You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him?

• A. I'd work with him for as long as it takes.

• B. 10 minutes or so; I'd go through it once as quickly as possible and then hang up.

• C. About half an hour; I'd make sure he understands at least the basics.

• D. None at all; I'd get frustrated the first time he says "I don't understand."